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.
Configuration overview
The steps for configuring Field Service Capacity and Reservations Management are:
- Activate Field Service Capacity and Reservations Management
You can activate the Field Service Capacity and Reservations Management plugin (com.snc.fsm_capacity_management) for Field Service Management if you have the admin role.
- Activate Field Service Advanced Capacity and Reservations management to have the Capacity Console in the CSM/FSM Configurable workspace for capacity planners.
- Capacity reservation rules
Create capacity reservation rules to use in the capacity definition.
- Create capacity allocation schedule
The capacity allocation schedule helps manage and distribute your resource capacity over a set period, ensuring that a certain percentage of your resources are reserved for high-priority or same-day tasks.
- Create a capacity definition
Allocate work to different task attributes based on their reserved capacity percentage and defined source of capacity.
- Create a demand channel
Demand channels help organize and manage work by efficiently distributing resources. When creating a reservation rule, you can allocate a specific percentage of capacity to a particular demand channel. By tagging work orders or tasks with demand channels, you ensure they’re routed correctly, improving resource allocation and scheduling accuracy.
- Create a capacity assignment
Create the assignment of work based on the selected source, such as agent schedules, tasks, or hours.
- Create a capacity assignment override
Change the default capacity assignment rules for any change in plan within a capacity definition. You can update the capacity assignments for the existing capacity definition rule at different time intervals and for different capacity buckets rather than creating a new capacity definition.