Adaptive Capacity is ServiceTitan's next-generation solution for capacity management. It gives you a real-time, unified view of availability across ServiceTitan and unlocks Pro Product automations. Use Adaptive Capacity to book jobs faster, schedule smarter, and fuel revenue growth.
For more on how it works, see Adaptive Capacity overview: Learn how it works.
Note: Although Adaptive Capacity is intended to replace Adjustable Capacity Planning (ACP), you can run both of these features at the same time without issue.
Setup
What you need to get started
To prepare your account for Adaptive Capacity, start with the basics:
Set up technician profiles:
Active technician profiles are required for Adaptive Capacity to calculate and show your capacity.
Define time frames:
If your account is configured for Arrival Windows, Adaptive Capacity uses your arrival windows for the Natural Capacity Provided portion of its calculation. Ensure your arrival windows are properly set up. Arrival Windows also allow you to Set Time Frame based on > Arrival Windows in Capacity Reporting.
If your account is not configured for Arrival Windows, Adaptive Capacity uses your business hours for the Natural Capacity Provided portion of its calculation. Ensure your business hours are properly set up. With only business hours configured, time slots in Capacity Reporting default to your business hours.
Define technician availability:
If your account is configured for Technician Shifts, availability is based on shifts. Ensure you're creating and maintaining Regular, On-Call, Overnight, and Time Off shifts. Without created shifts, Capacity Reporting shows as negative. This is because jobs and non-job events deduct capacity, regardless of whether a technician has a shift or not.
If your account is not configured for Technician Shifts, availability defaults to your business hours. Ensure your business hours are properly set up. Technicians are considered available during business hours.
Required permissions
The following permissions are required to use certain features in Adaptive Capacity. To have these enabled, please contact the account administrator on your team:
Access Get Adaptive Availability Filters: Allows the employee to access and use filters in the Get Adaptive Availability pop-up in Call Booking.
Access Adaptive Capacity Settings: Allows the employee to access and view Adaptive Capacity Settings, but not make edits to the settings.
Edit Adaptive Capacity Settings: Allows the employee to access, view, and edit Adaptive Capacity Settings in ServiceTitan Settings.
Access Adaptive Capacity Rules: Allows the employee to access and view Adaptive Capacity Rules, including rule builder, but not make edits to rules.
Edit Adaptive Capacity Rules: Allows the employee access, view, create, and edit Adaptive Capacity Rules in ServiceTitan Settings.
Apply Manual Adjustments: Allows the employee to apply manual adjustments in Adaptive Capacity Reporting, Advanced Mode.
Basic setup
After Adaptive Capacity is configured for your account, sign in to ServiceTitan to get started with it.
To quickly become operational with Adaptive Capacity, complete the following:
Adaptive Capacity Basic Setup Step 1:
Adaptive Capacity Basic Setup Step 2:
Determine your calculation default settings based on your dispatch practice.
Adaptive Capacity Basic Setup Step 3:
Check your core ServiceTitan Settings to ensure Adaptive Capacity calculates availability as expected.
For more, see Adaptive Capacity: Basic setup.
Advanced setup
Beyond basic setup, you can get even more out of Adaptive Capacity by configuring additional rules and settings.
To strategically set up Adaptive Capacity, complete the following:
Adaptive Capacity Advanced Setup Step 1:
Understand how natural capacity differs from strategic capacity.
Adaptive Capacity Advanced Setup Step 2:
Determine strategic rules based on your dispatch practice.
Adaptive Capacity Advanced Setup Step 3:
Manually adjust capacity for one-off changes.
Adaptive Capacity Advanced Setup Step 4:
Determine reporting hierarchies and filters that work for you.
Adaptive Capacity Advanced Setup Step 5:
Review and adjust additional capacity settings as needed.
This takes you beyond the natural capacity calculated from your core ServiceTitan Settings and into strategic setup, for more granular scheduling and reporting.
For more, see Adaptive Capacity: Advanced setup.
Adaptive Capacity settings
There's no right or wrong way to use Adaptive Capacity, but it helps to understand how your ServiceTitan account is set up and how the various features interact with each other:
Business units (BUs) can be tied to technicians, job types, and zones
Job types can be tied to skills and BUs
Technicians can have assigned zones, skills, BUs, and more
Adaptive Capacity draws from the data available in ServiceTitan to determine natural capacity and the interactions between these features to infer which technicians should be eligible to perform which jobs.
The only features and settings required to use Adaptive Capacity are technicians profiles and business hours. Advanced settings, like skills and zones, can drive further granularity.
For more, see:
Prepare for Adaptive Capacity: Configure core settings and features
Optimize Adaptive Capacity: Configure Basic and Advanced Settings
Key workflows
Industry best practices
Administrators: Setup best practices
Review your core ServiceTitan setup: Check your settings for job types, business units (BUs), skills, and zones. Think about how you want to prioritize jobs and ensure these settings are reflective of how your business is structured. Reviewing and standardizing these core settings will make adopting Adaptive Capacity much more efficient.
Use reporting hierarchies that match your business composition: Consider the reporting format that works best for each individual employee.
Understand how natural capacity works before configuring rules: Configuring rules before understanding how your natural capacity works can complicate things and create downstream issues.
Dispatchers: Dispatch Board management best practices
Don't stack events on the same technician: This helps to prevent overbooking. In the example below, the time between 10:00 and 10:30 AM will be counted twice. Instead of 30 minutes assigned to Andy, he'll have 60 mins assigned during that time period.
Create shifts for all technicians or refrain from assigning jobs and non-job events to technicians with no shifts: This helps to prevent overbooking. For example, Andy doesn't have a shift between 6:00 AM and 7:30 AM, so his Provided hour is 0. But he has a non-job event during that time, so his availability is [0 hours provided] - [1.5 hours consumed] = [-1.5 hours of capacity], meaning he is overbooked.
Assign jobs to technicians as soon as possible: Although Adaptive Capacity recognizes unassigned jobs, leaving jobs unassigned can lead to a more confusing report and scheduling experience. This is because Adaptive Capacity can only make assumptions about where unassigned hours can land.
Use Get Adaptive Availability
Use Get Adaptive Availability to determine the best time slot to select when scheduling a job:
Use Get Adaptive Availability to book and reschedule jobs with Adaptive Capacity
View Availability Details in Get Adaptive Availability while scheduling jobs
Use Capacity Reporting
Use Capacity Reporting for valuable insights you can organize for more effective planning:
Use Simple Mode in Adaptive Capacity Reporting to plan your week
Use Advanced Mode in Adaptive Capacity Reporting to plan your week and make manual adjustments
View Availability Details in Capacity Reporting Advanced Mode
Configure settings and rules
Configure settings and rules for Adaptive Capacity to customize how it works for your business:
Troubleshooting and FAQ
Troubleshooting
Visit ServiceTitan Academy and enroll in Adaptive Capacity Troubleshooting to watch the top troubleshooting videos for Adaptive Capacity. Each video in the course provides clear solutions:
FAQ
Check out the top five most frequently asked questions for Adaptive Capacity: