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Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configuring Field Service Capacity and Reservations Management

Configure Field Service Capacity and Reservations Management to manage the distribution and assignment of the work capacity for work order tasks.

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. Activate Field Service Advanced Capacity and Reservations management to have the Capacity Console in the CSM/FSM Configurable workspace for capacity planners.

  3. Capacity reservation rules

    Create capacity reservation rules to use in the capacity definition.

  4. 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.

  5. Create a capacity definition

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

  6. 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’re routed correctly, improving resource allocation and scheduling accuracy.

  7. Associate technicians with demand channels

    Associate a technician with the required demand channel to accurately assign the tasks to the technician.

  8. Create a capacity assignment

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

  9. Create a capacity assignment override

    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.

Related topics

View Capacity Usages information

Field Service Capacity and Reservations Management components

Field Service Territory Capacity Analytics dashboard