--- title: Domain separation in Workforce Optimization for Customer Service description: Domain separation is supported in Workforce Optimization for Customer Service. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data. Domain separation in Workforce Optimization for Customer Service is configured to apply to all features of the application. Separation of data is configured along with separation of logic and process. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/domain-separation-configurable-wfo-cs.html release: australia topic_type: concept last_updated: "2026-03-12" reading_time_minutes: 3 breadcrumb: [Optimize workforce operations, Extend capabilities, Configure, Customer Service Management] --- # Domain separation in Workforce Optimization for Customer Service Domain separation is supported in Workforce Optimization for Customer Service. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data. Domain separation in Workforce Optimization for Customer Service is configured to apply to all features of the application. Separation of data is configured along with separation of logic and process. ## Support level: Basic - Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases. - The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations. - The owner of the instance must set up the application to function across multiple tenants. Sample use case: When a service provider \(SP\) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response. For more information on support levels, see [Application support for domain separation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-security/domain-separated-apps.md). ## How domain separation works in Workforce Optimization for Customer Service Domain separation in Workforce Optimization for Customer Service does not require any setup or configuration. ## Domain separation for Channel Management in Workforce Optimization for Customer Service The work items, such as cases, interactions, and their associated actions, appear based on the selected domain. For information on how work assignments are routed based on domain in Channel Management, refer to [Domain separation and Advanced Work Assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/awa-domain-separation.md) The domain-separated tables for Channel Management are as follows: - Service Channel Reports \[m2m\_awa\_service\_channel\_report\] - Queue Reports \[m2m\_awa\_queue\_report\] ## Domain separation for Scheduling in Workforce Optimization for Customer Service When an agent schedule is generated and assigned to an agent, the schedule is only available in the domain that agent belongs to. The domain-separated tables for Scheduling are as follows: - sn\_shift\_planning\_agent\_schedule - sn\_shift\_planning\_agent\_schedule\_request - sn\_shift\_planning\_break - sn\_shift\_planning\_day - sn\_shift\_planning\_event - sn\_shift\_planning\_schedule\_plan - sn\_shift\_planning\_schedule\_shift - sn\_shift\_planning\_schedule\_shift\_agent - sn\_shift\_planning\_shift\_plan - sn\_shift\_planning\_shift\_swap\_request ## Domain separation for Teams in Workforce Optimization for Customer Service The **sn\_wfo\_add\_manager** table is domain separated. When users are added as additional managers, those users can only view users within that domain. ## Domain separation for Skill Recommendation in Workforce Optimization for Customer Service Domain separated tables for Skill Recommendation - sn\_sre\_task\_predicted\_skill - sn\_sre\_user\_predicted\_skill ## Domain separation for Coaching in Workforce Optimization for Customer Service For information on how domain separation works in Coaching for Workforce Optimization for ITSM, refer to [Domain separation and Coaching](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/cf-domain-separation-coaching.md) **Parent Topic:**[Optimize workforce operations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/setup-configurable-wfo-cs.md) **Related topics** [Domain separation for service providers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-security/domain-sep-landing-page.md)