---
sourceDocument: Zurich Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/field-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Capacity Console

# Using the Capacity Console {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Using the Capacity Console

The Capacity Console is a powerful tool within ServiceNow designed to monitor, manage, and optimize resource capacities across territories and demand channels.
It provides visual insights into capacity utilization, enabling capacity planners to make informed decisions that enhance operational efficiency.
To access the Capacity Console, you must activate the Field Service Advanced Capacity and Reservations Management plugin and enable the Field Service territory model.
Show full answer Show less  

## Key Features

* **Comprehensive Capacity View:** Offers detailed visualizations through two main perspectives:
  * **Territory View:** Displays resource capacity data by territory along with impacted demand channels, showing planned, allocated, and forecasted capacities.
  * **Demand Channel View:** Highlights demand channels and associated territories, providing insights into capacity relative to demand.
* **Customization:** Tailor the console to your business needs by:
  * Setting capacity utilization thresholds (underutilized, optimal, overutilized) with customizable color codes and labels.
  * Saving filter preferences for efficient future access.
  * Adjusting calendar capacity data parameters to focus on specific metrics or add new fields.
* **Filtering Options:** Use customizable filters such as territory, demand channel, group by, unit (hours or tasks), and advanced threshold filters to refine data views and focus on relevant insights.
* **Calendar Features:** Analyze capacity data over flexible date ranges with default week and two-week views. Note that calendar data requires manual refresh after any updates.

## Practical Use Cases

* **Resource Allocation:** Identify and reassign agents from underutilized territories to regions with higher demand.
* **Demand Analysis:** Use the two-week view to forecast demand and proactively adjust resources.
* **Advanced Filtering:** Detect overutilized territories to address bottlenecks and maintain efficiency in optimally used areas.
* **Demand Channel Insights:** Examine capacity and demand metrics by demand channel to support tailored operational decisions.

## What to Expect

By leveraging the Capacity Console, ServiceNow customers can gain a clear, visual understanding of resource capacity across their field service territories and demand channels. This enables more strategic resource planning, improved responsiveness to demand fluctuations, and enhanced operational efficiency through actionable insights and flexible customization.  
The Capacity Console is a tool designed for monitoring, managing, and optimizing resource capacities across territories and demand channels.  
It provides an intuitive, visual representation of capacity utilization, empowering capacity planners to make data-driven decisions and improve operational efficiency.  
Note:  
To use Capacity Console, you must activate the following:

* Field Service Advanced Capacity and Reservations management (com.snc.fsm_advanced_capacity_management) plugin. For more information, see [Activate Field Service Capacity console](https://www.servicenow.com/docs/ek~13WJdYTGZmwOBDxEfsQ "You can activate the Field Service Advanced Capacity and Reservations management (com.snc.fsm_advanced_capacity_management) for Field Service Management if you have the admin role.").
* Field Service territory model. For more information, see [Enable the Field Service territory model](https://www.servicenow.com/docs/V2jwQHVUlJXBWzAfFh9jKQ "Activate the territory model to display the Territory field in the work order task form so the task can be assigned to an agent or crew associated with the selected territory. The territory model maintains a record of territories mapped to it.").

Comprehensive capacity view
:   The Capacity Console offers a detailed and visual overview of capacity utilization. Key views include:

    * Territory view:
      * Displays resource capacity data for specific territories, with impacted demand channels listed underneath. For more information, see [Create a Field Service territory](https://www.servicenow.com/docs/pipkfrCbGmyjg9ClaH2BGA "Create territories for optimizing agent and group scheduling. By mapping these territories to the territory model, you can maintain a record of your territory setup, ensuring efficient management.").
      * Provides insights into planned, allocated, and forecasted capacities.
      {#capacity-and-reservation-management-console__ul_d34_plb_c2c}
    * Demand channel view:
      * Highlights demand channels at the top, with impacted territories listed underneath. For more information, see [Create a demand channel](https://www.servicenow.com/docs/MWvmWy1KWJ4VqWgRzm0xHA "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 are routed correctly, improving resource allocation and scheduling accuracy.").
      * Offers visibility into demand channels and their associated capacities.
      {#capacity-and-reservation-management-console__ul_bxl_3bm_zdc}
    {#capacity-and-reservation-management-console__ul_gtk_4jl_zdc}

Customizing the Capacity Console
:   Tailor the Capacity Console to align with your organization's needs.

    * Set thresholds: Define thresholds for capacity utilization quickly to identify areas needing attention. The following are the example thresholds. However, you can customize them as your business terminology and needs.
      * Underutilized: Below capacity limits.
      * Optimalutilized: Efficiently using resources.
      * Overutilized: Exceeding capacity limits.

      {#capacity-and-reservation-management-console__ul_scb_ljl_zdc}  
      Note:  
      You can also customize color codes and legend labels to match your business terminology and clear categorization.
    * Save filter preferences: Save your chosen filter settings for quick and easy access in future sessions.
    * Customize calendar capacity data parameters: Update the calendar to prioritize specific metrics:
      * Replace existing metrics (for example, "Used Capacity" with "Unused Capacity").
      * Add new fields using the Application Field Set: Capacity Console events fields. For more information, see [Activate Field Service Capacity console](https://www.servicenow.com/docs/ek~13WJdYTGZmwOBDxEfsQ "You can activate the Field Service Advanced Capacity and Reservations management (com.snc.fsm_advanced_capacity_management) for Field Service Management if you have the admin role.").
      {#capacity-and-reservation-management-console__ul_qsx_4bm_zdc}
    {#capacity-and-reservation-management-console__ul_tyq_sjl_zdc}

Refining data with the filters
:   Customizable filters at the top of the console enable for tailored data views.

    * Default Filters: Preselected filters display the most relevant data for quick insights.
    * Custom Preferences: Adjust and save filters to suit specific business needs.
      * Territory filter: Focus on specific territories to understand their capacity and demand.
      * Demand channel filter: Refine data by additional parameters like demand channels.
      * Group By filter: Group data by demand channel or territory.
      * Unit filter: View capacity in terms of hours or tasks (for example, focusing on underperforming territories for a given week).
      * Advanced filter: Use thresholds to analyze data. Example, selecting UnderUtilized displays capacities below 25%.
      {#capacity-and-reservation-management-console__ul_l4z_qjl_zdc}
    {#capacity-and-reservation-management-console__ul_k4z_qjl_zdc}

Calendar features
:   The calendar in the Capacity Console provides flexible options to view and analyze data over time:

    * Flexible Date Ranges: Adjust calendar settings to view data for specific timeframes, enabling better planning and trend analysis.
    * Default Views:
      * Week view
      * Two-Week view
      {#capacity-and-reservation-management-console__ul_bys_fcm_zdc}
    * Manual refresh required: Actions that impact calendar data, such as changes made in the Capacity Console or platform, require a manual refresh to display the latest data.
    {#capacity-and-reservation-management-console__ul_ays_fcm_zdc}

## Use cases {#capacity-and-reservation-management-console__section_tnv_gmb_c2c}

The following are a few use cases for the Capacity Console

* Resource allocation: Identify underutilized territories using filters and reassign agents from low-demand territories to nearby high-demand territories.
* Demand analysis: Use the Two-Week View to forecast future demand and make proactive resource adjustments to meet anticipated needs.
* Advanced filtering: Focus on overutilized territories to resolve bottlenecks and Analyze optimally used territories to maintain efficiency.
* Demand channel insights: Analyze capacity and demand metrics from a demand channel perspective and provide tailored data views for specific customer needs.
{#capacity-and-reservation-management-console__ul_qtj_fsp_c2c}

## Visual overview of the Capacity Console {#capacity-and-reservation-management-console__section_gxz_lmb_c2c}

The following snapshot illustrates the Capacity Console, showcasing:

* Territories (for example, Aurora and Chicago).
* Demand channels (for example, Copper Install and Copper Repair).
* Weekly capacity metrics, including demand, allocated capacity, and unused capacity.

{#capacity-and-reservation-management-console__ul_lfl_4mb_c2c}
**Related concepts**   

* [Capacity Console](https://www.servicenow.com/docs/NsuY4h~2OIdN1BN7_hziaQ "The Capacity Console is a centralized, intuitive tool that simplifies the management of demand, capacity, and resources based on territories. Designed to empower organizations, it offers real-time insights into resource utilization, enabling them to optimize capacity usage, and adapt to evolving business needs.")  
**Related tasks**   

* [View data in capacity console](https://www.servicenow.com/docs/OYX7Yv3aSQR5W~SOVUABxQ "The Capacity Console is a visualization tool designed to address common organizational challenges related to resource availability and capacity utilization. It enables real-time visibility into capacity, identifies bottlenecks, and enables quick adjustments to meet changing demands, helping organizations optimize their operations effectively.")
* [View territory and demand channel summary in the contextual side panel](https://www.servicenow.com/docs/dU~BWnJa8EDRRlhdgcQI5A "The Capacity Console provides a comprehensive summary of territories and demand channels, enabling capacity planners and managers to make informed decisions about resource allocation and management.")
* [Update capacity value and reservation for a territory in capacity console](https://www.servicenow.com/docs/wDk8GXahRLLzcgmB~vX6Zw "The Capacity Console provides flexibility for capacity planners and managers to modify capacity value and reservation rule for better allocation of resources. Reservations determine the demand channels applicable and the percentage allocation of capacity for each channel on a given day.")