Field Service Territory Capacity Analytics dashboard

Use the Field Service Territory Capacity Analytics dashboard to track capacity trends with interactive charts and graphs, perform gap analysis with a customizable pivot table, and apply filters for targeted data viewing and informed decision-making.

Required ServiceNow AI Platform roles

• The fsm_territory_manager, fsm_territory_planner roles are required to access the dashboard.
• The fsm_resource_manager role is required to view data related to their respective territories.

Access the Field Service Territory Capacity Analytics dashboard in the configurable workspace

To open the dashboard, navigate to Field Service > Workspaces >CSM/FSM Configurable Workspace>Home>Territory capacity tab.

Use cases

For examples of how different people in your organization would use this dashboard, see these use cases.

Table 1. Use case scenarios for dashboard

User	Dashboard use
Territory Planner	Manages and optimizes field service resources. This involves tracking capacity trends, analyzing capacity gaps through a customizable pivot table, and applying filters for targeted data analysis. The planner adjusts resource allocation based on insights to minimize downtime and improve service levels, handles special events by overriding standard capacity settings, and collaborates with team members to ensure smooth field service operations.
Territory Manager	Optimizes performance within specific geographic areas. Monitors capacity trends with interactive charts, conduct gap analysis using a customizable pivot table, and apply filters for targeted insights. The manager adjusts capacity settings for special events, ensures efficient resource allocation, and drills down into detailed data on capacity usage to manage and respond to mismatches effectively.

Reports

Title	Type	Source table	Description
Capacity gap trend	Line chart	wm_demand_for_capacity, wm_task	Uses a line chart to compare allocated capacity and actual work demand over time. Allocated capacity is the assigned resources, while work demand is the actual task volume. This report identifies discrepancies to improve resource planning and optimization.
Capacity usage	Bar chart	wm_demand_for_capacity	Uses a bar chart to display used versus unused capacity. This provides insights into resource utilization, aiding in the optimization of planning and operations.
Capacity gap analysis	Report	wm_demand_for_capacity	The Capacity Gap Analysis report identifies gaps between allocated and actual work demand. The pivot table breaks down data by territory and demand channel, showing allocated, assigned, and unused capacity. This helps address planning and resource allocation issues.

Filters

Name	Type	Description
Date range	Date	Filter the results based on the selected date range, such as This month or This week.
Frequency	Reference	Filter the results based on the frequency such as, Daily, Weekly, Monthly, or Yearly.
Capacity by	Reference	Filter the results based on the frequency such as, hours or tasks.
Territories	Reference	Filter the results based on a selected territory and other filter selections such as Frequency, Capacity By etc.
Demand channel	Reference	Filter the results based on a selected demand channel and other filter selections such as Territory, Frequency, Capacity By etc.