Field Service Territory Capacity Analytics dashboard

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 2 Minuten Lesedauer

    • 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.

    Dashboard showing interactive charts and graphs for tracking capacity trends, a customizable pivot table for gap analysis by territory and demand channel, and filter options to view data.

    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.
    Tabelle : 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.