Configuration overview

The steps for configuring Field Service Capacity and Reservations Management are:

1. 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.

2. 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.

3. Create a capacity definition

   Allocate work to different task attributes based on their reserved capacity percentage and defined source of capacity.

4. 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 are routed correctly, improving resource allocation and scheduling accuracy.

5. Create a capacity assignment

   Create the assignment of work based on the selected source, such as agent schedules, tasks, or hours.

6. Override capacity assignment for a changed work schedule

   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.