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Brazil
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- **[FSM Configurable Dispatcher Workspace Bundle v11.1.0 calendar time format](https://www.servicenow.com/docs/access?context=r_PropInstallWFieldServMgmnt&family=brazil&ft:locale=en-US)**
You can set the time format for the Dispatcher Workspace calendar with the `sn_fsm_disp_wrkspc.dispatcher_workspace.calendar_display_time_format` system property. The default HH:mm format hides seconds, including in the stacked time zone row headers.
- **[Operational notes in Dispatcher Workspace](https://www.servicenow.com/docs/access?context=operational-notes-overview&family=brazil&ft:locale=en-US)**
Dispatchers can add day-specific notes for technicians, crews, equipment, and work order tasks. Only dispatchers and administrators can see these notes.
- **[Field Service Questionnaires with Smart Assessments v4.0](https://www.servicenow.com/docs/access?context=create-a-smart-assessment-template&family=brazil&ft:locale=en-US)**
Create Smart Assessment templates faster by adding standard questions from a question bank instead of authoring each question manually.
- **[Appointment Booking v1.1](https://www.servicenow.com/docs/access?context=appt-booking-create-service-config&family=brazil&ft:locale=en-US)**
Enhanced arrive-by appointments to display only slots where technicians can complete work before the end of the day, helping prevent overbooking past technicians' availability.
- **[Field Service Mobile v3.1](https://www.servicenow.com/docs/access?context=embedded-breaks-and-lunches&family=brazil&ft:locale=en-US)**
Take a break before its scheduled time, extend a break in progress up to your organization's configured limit, or end a break early when your organization allows it. The break updates on your schedule to reflect the actual time.
- **[FSM Configurable Dispatcher Workspace Bundle v11.1 avoid ferry routes](https://www.servicenow.com/docs/access?context=r_PropInstallWFieldServMgmnt&family=brazil&ft:locale=en-US)**
Avoid ferries when dispatchers view agent routes on the Dispatcher Workspace map. When an administrator enables the [avoid ferry routes property](https://www.servicenow.com/docs/access?context=r_PropInstallWFieldServMgmnt&family=brazil&ft:locale=en-US) \(`sn_fsm_disp_wrkspc.dispatcher_workspace.avoid_ferry_routes`\), routes use land roads even if they take longer, and a ferry is used only when no land route is available.
- **[Schedule Optimization v1.2 support for overlapping territories during prioritized optimization](https://www.servicenow.com/docs/r/store-release-notes/store-rn-fsm-schedule-optimization.html)**
Expand prioritized event optimization to include overlapping territories when determining the technicians and tasks directly impacted by an event. Configure a search radius at the qualifier level to control which overlapping territories are considered.
- **[Schedule Optimization v1.2 supports matching rules with four additional matching dimensions for prioritized event optimization](https://www.servicenow.com/docs/access?context=triggering-optimization-on-task-or-agent-availability-change&family=brazil&ft:locale=en-US)**
Matching rules for prioritized event optimization now support four additional matching dimensions that enable you to filter technicians and tasks based on specific criteria:
- retrieve tasks based on skills
- retrieve technicians based on skills
- retrieve tasks within radius
- retrieve technicians within radius
Combine matching dimensions using AND logic \(all must match\) and OR logic \(any can match\) to more precisely identify which technicians and tasks are directly impacted by events. Configure matching dimensions at the qualifier level to define which technicians and tasks are considered for assignment.
- **[Schedule Optimization v2.0 skill level and skill expiration support](https://www.servicenow.com/docs/access?context=skills-table-fields&family=brazil&ft:locale=en-US)**
Control how skill requirements are evaluated during Schedule Optimization. Define whether a task requires a specific skill level or any level of a skill, and configure start and end dates for technician skills. Schedule Optimization assigns only technicians with valid qualifications.
- **[Schedule Optimization v 2.0 expanded Run Summary details](https://www.servicenow.com/docs/access?context=monitoring-schedule-optimization-runs&family=brazil&ft:locale=en-US)**
Gain more visibility into Schedule Optimization results. The Run Summary now displays the optimization horizon, including the start and end dates of the optimization window, and shows all shifts considered during optimization with status and reason codes. Review job-level and qualifier-level optimization metrics and shift plans with their assigned tasks.
- **[Schedule Optimization v2.0 support time-bound availability of demand channel in a territory](https://www.servicenow.com/docs/access?context=hard-soft-constraints&family=brazil&ft:locale=en-US)**
Assign tasks only to eligible technicians based on the demand channel mapping and availability. For example, a technician mapped to Installation demand channel on Mondays is assigned only Installation tasks scheduled on Mondays.
- **[Dispatcher Workspace v11.0 view breaks](https://www.servicenow.com/docs/access?context=view-task-calendar&family=brazil&ft:locale=en-US)**
View break and lunch details directly within task events on the calendar in Dispatcher Workspace. Dispatchers no longer need to open a separate record to see when an agent is on break. Lunch breaks can be viewed directly within scheduled tasks.
- **[Proxy Actions v1.0](https://www.servicenow.com/docs/access?context=configure-proxy-fsm&family=brazil&ft:locale=en-US)**
Proxy Actions let an agent or manager perform specific actions on a work order task on behalf of another technician — someone other than the person the task is actually assigned to. Proxy action policies are administered through a dedicated policy form. The Proxy Admin role automatically inherits delegation admin permissions.
- **[Manager Workforce v2.0](https://www.servicenow.com/docs/access?context=using-team-calendar&family=brazil&ft:locale=en-US)**
Embedded lunch breaks are now visible and editable directly within Workforce, with break status icons updating automatically as break state changes. Technicians and managers can track and manage break status changes. Lunch breaks can now be embedded directly within scheduled tasks rather than tracked as separate events.
- **[Scheduling AI Agent Collections v2.0](https://www.servicenow.com/docs/access?context=now-assist-shift-manage&family=brazil&ft:locale=en-US)**
ServiceNow Otto for FSM can now update and delete shifts and schedules on request.
- **[Shift Scheduling v8.0](https://www.servicenow.com/docs/access?context=embedded-breaks-and-lunches&family=brazil&ft:locale=en-US)**
Embed breaks and lunches directly within a work order task. Breaks can transition automatically at their scheduled start and end time, or require manual action from the technician, based on the new Auto-status breaks setting. Either way, the work order task pauses and resumes with the break, with the change logged to the work notes in a work order task.
- **[FSM Configurable Dispatcher Workspace Bundle v11.0](https://www.servicenow.com/docs/access?context=quick-filters-dw&family=brazil&ft:locale=en-US)**
Dispatchers can build quick filters for the task panel and calendar using criteria such as skill, parts, and SLA breach. A task filter removes tasks that don't match, while a calendar filter grays them out instead of removing them.
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