Manage Work Capacity in Field Service

Work capacity limits let you control the amount of work you can schedule for service resources. Limiting work capacity enables capacity reservation based on dynamic company priorities. Using capacity reservation can also help your company comply with its SLA, for example, by ensuring that maintenance tasks are performed regularly and not concentrated in one calendar period. Seeing as some work is seasonal, you might want to focus in the summer months on new installs and limit maintenance work to increase revenue. Or, during a recall or mandatory repairs when limit new installations to make more room for break-fix or maintenance type of work.

Limiting work capacity is done by adding thresholds that limit how many hours or what percentage of the total work capacity you can schedule for a specific service territory or a specific value of a service appointment attribute field in a service territory. The work on service appointments with a specific value of a service appointment attribute field is referred to as a workstream.

Limits define the maximum hours of schedulable capacity for a service territory or a specific workstream. For example, you can limit the total duration of new installation jobs scheduled in the New York territory to 100 hours per day during weekdays for the next two months. You can also limit maintenance jobs to 50 hours per day on Mondays. Or set the limit as a percentage of the total calculated available work capacity. For example, limit the installation jobs in Miami to 15% of the total calculated available time in Miami per day during the same time period. The limits are defined per day. Restrict limits to a date range or start on a specific date and be open-ended.

You can set a limit to the work capacity for a specific workstream. A workstream with a defined limit is called a limited workstream. For example, limiting the work capacity of service appointments for the Breakfix work type to 140 hours on a specific day in Los Angeles defines a limited Breakfix workstream. Use out-of-the-box service appointment attributes to define these limits or create custom attributes. For example, use work type categories.

Note This feature is available only with Enhanced Scheduling and Optimization.

• Set Up Field Service Work Capacity
  Before you create work capacity limits, set up Work Capacity in Field Service. You can define a Limit Override policy for the work capacity limit and allow work to be scheduled, even when the limit set for that day was exceeded. You can also enable automatically sharing the work capacity object records (Work Capacity Limit, Work Capacity Availability, and Work Capacity Usage) with users according to the service territories they’re permitted to access. Work Capacity is also available in Experience Cloud sites. Set up the site to share information with relevant external users.
• Work Capacity Limits (WCL)
  Capacity limits are defined per service territory, for a certain time resolution, and over a given open or closed-end date range. You can define the work capacity limit for the whole service territory or restrict it to a specific workstream according to your company’s business objectives.
• Work Capacity Usage (WCU)
  When a work capacity limit (WCL) is activated, Work Capacity Usage (WCU) records with the same criteria are created for each day that has scheduled service appointments within the WCL time range. The time consumed for each WCU aggregates the total scheduled hours of service appointments that conform to the limit criteria that belong to a specific work stream.
• Work Capacity Availability Calculations
  Work capacity availability calculations enable setting limits on work capacity as a percentage of the total work capacity.
• Monitoring Workstream Usage in Summary View
  The Summary view shows the consumption relative to the defined limits for the service territory if a service territory limit is defined and for all limited workstreams in selected territories for a specific day or week.
• View Workforce Availability in the Work Capacity Dashboard
  The dashboard includes two reports related to work capacity availability.
• Work Capacity Considerations and Limitations
   When you set up work capacity, there are some considerations and limitations to keep in mind.