Field Service Territory Capacity Analytics dashboard

Yokohama Field Service Management

Release

yokohama

ft:locale

en-US

ft:publication_title

Yokohama Field Service Management

ft:clusterId

fsm

bundleId

fsm

workflow

Customer and Industry

Field Service Territory Capacity Analytics dashboard

Release version: Yokohama

Updated January 30, 2025

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Summary of Field Service Territory Capacity Analytics dashboard

The Field Service Territory Capacity Analytics dashboard, available in the Yokohama release, enables ServiceNow customers to monitor and optimize field service capacity through interactive charts, customizable pivot tables, and targeted filtering. It supports data-driven decision-making by providing clear insights into capacity trends, gaps, and utilization across territories.

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Access and Roles

Accessible via Field Service > Workspaces > CSM/FSM Configurable Workspace > Home > Territory capacity tab.
Requires fsmterritorymanager and fsmterritoryplanner roles for full dashboard access.
fsmresourcemanager role provides access to data related to specific territories managed.

Use Cases

Territory Planners: Track capacity trends, perform gap analysis, and adjust resource allocation to reduce downtime and improve service levels. They handle special events by overriding capacity settings and collaborate with teams for smooth operations.
Territory Managers: Optimize performance within geographic areas by monitoring capacity trends, conducting gap analyses, and making adjustments for special events. They drill down into detailed capacity data to manage resource mismatches effectively.

Key Reports

Capacity Gap Trend: A line chart comparing allocated capacity versus actual work demand over time, identifying discrepancies to enhance resource planning.
Capacity Usage: A bar chart showing used versus unused capacity to provide insights on resource utilization for operational optimization.
Capacity Gap Analysis: A pivot table report breaking down allocated, assigned, and unused capacity by territory and demand channel to address planning and allocation issues.

Filters

The dashboard includes filters to refine data views for precise analysis:

Date Range: Filter data by specific periods like this week or month.
Frequency: Select time intervals such as daily, weekly, monthly, or yearly.
Capacity By: Choose measurement units like hours or tasks.
Territories: Focus analysis on selected territories combined with other filters.
Demand Channel: Filter data by demand channels alongside other criteria.

This dashboard equips ServiceNow customers with actionable insights to manage field service resources efficiently, optimize capacity utilization, and respond proactively to changes in work demand within their territories.

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.