Get Rule Violation Analytics for Field Service (Beta)

This is a Field Service managed package feature.

Note Rule violation Analytics is a pilot or beta service that is subject to the Beta Services Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the Product Terms Directory. Use of this pilot or beta service is at the Customer's sole discretion.

Rule Violation Analytics provides direct integration with Data 360 to capture instances where standard scheduling rules are overridden during manual scheduling operations. It automatically logs and ingests data for all rules that are manually violated on the Gantt into Data 360. Built on the Enhanced Scheduling and Optimization Data Model, Rule Violation Analytics can be easily queried via a semantic data model for analysis and reporting.

With Rule Violation Analytics, Field Service managers can analyze this data, identify trends, and draw insights by creating comprehensive dashboards in Tableau Next. They gain enhanced visibility and the ability to make data-driven decisions by understanding why dispatchers are manually overriding scheduling rules. These analytics empower them to:

• Identify the root causes and recurring patterns of rule violations in manual scheduling to understand the underlying reasons for violations, such as geographical imbalances or skill gaps.
• Address inefficiencies proactively by tracking and visualizing metrics like the frequency of specific rule violations and identifying recurring issues by dispatcher or territory.
• Optimize training and configuration by determining if there are systemic training gaps or misconfigured rules that need adjustment.
• Improve operational efficiency by enabling better resource allocation and workforce planning and improving scheduling adherence and cost efficiency.

Example A dispatcher manually schedules a service appointment that requires a specific skill, like Emergency skill, to a service resource who doesn't possess it. The system triggers a rule violation check and identifies a Match Skills rule violation. Rule Violation Analytics automatically captures the violation details and ingests the data into Data 360 for analysis. By querying this data and building dashboards in Tableau Next, Field Service managers can derive actionable insights to improve their scheduling processes and reduce future violations.

• Set Up Rule Violation Analytics for Field Service (Beta)
  Enable Rule Violation Analytics and learn about its limitations and considerations.
• Work with Rule Violation Analytics for Field Service (Beta)
  View rule violation information from your Data Model Objects (DMOs) in Data 360 and use Tableau Next to analyze your data and find useful and actionable insights that can drive business success.