Field Service Territory Capacity Analytics dashboard

Xanadu Field Service Management

Release

xanadu

ft:locale

en-US

ft:publication_title

Xanadu Field Service Management

ft:clusterId

fsm

bundleId

fsm

workflow

Customer and Industry

Field Service Territory Capacity Analytics dashboard

Release version: Xanadu

Updated August 1, 2024

2 minutes to read

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Summary of Field Service Territory Capacity Analytics dashboard

The Field Service Territory Capacity Analytics dashboard enables ServiceNow customers to monitor and optimize field service resource capacity across territories. It provides interactive charts, customizable pivot tables for gap analysis, and filters for targeted data insights. This facilitates informed decision-making to improve resource allocation, address capacity gaps, and enhance service delivery efficiency.

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Access and Roles

Access the dashboard via Field Service > Workspaces > CSM/FSM Configurable Workspace > Home > Territory capacity tab.
Required roles include fsmterritorymanager and fsmterritoryplanner for full dashboard access.
The fsmresourcemanager role allows viewing of data relevant to their assigned territories only.

User Scenarios

Territory Planner: Uses the dashboard to manage and optimize field service resources by tracking capacity trends, performing gap analysis, adjusting allocations to minimize downtime, handling special events by overriding capacity settings, and collaborating with teams.
Territory Manager: Focuses on optimizing performance within geographic areas by monitoring capacity trends, conducting detailed gap analysis, adjusting for special events, ensuring efficient resource use, and responding to capacity mismatches.

Key Reports and Visualizations

Capacity gap trend (Line chart): Compares allocated capacity versus actual work demand over time to identify discrepancies for better resource planning.
Capacity usage (Bar chart): Shows used versus unused capacity, offering insights into resource utilization.
Capacity gap analysis (Pivot table report): Breaks down allocated, assigned, and unused capacity by territory and demand channel, facilitating detailed gap identification and planning adjustments.

Filters for Targeted Analysis

The dashboard includes various filters to refine data views:

Date range: Filter by specific periods like this week or this month.
Frequency: Select daily, weekly, monthly, or yearly data aggregation.
Capacity by: Filter results based on units such as hours or tasks.
Territories: Narrow data to selected territories and combined filters.
Demand channel: Focus on specific demand channels alongside other filters.

This dashboard equips ServiceNow customers with actionable visibility into territory capacity, enabling proactive resource management and improved field service performance.

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.

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.