Create service territories to track your field service work and ensure that service resources are assigned to service appointments near their home base.
Available in: Salesforce Classic and Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud
User Permissions Needed
To create service territories:
“Create” on service territories
If you plan to build out a hierarchy of service territories, create the highest-level territories first.
From the Service Territories tab, click New.
Select Active if you want to be able to add members to the territory or associate it with work orders, work order line items, or service appointments.
Enter a name and description for your territory. The name you select will depend on how your field service business is organized. For example, it might be the name of a particular county or district.
Optionally, enter an address. You may want to enter the address of the territory’s headquarters.
If your territory is part of a larger territory, select a parent territory.
A hierarchy of service territories can have up to 500 territories total.
Select operating hours for the territory, which indicate when service appointments within the territory should take place. To create operating hours:
In a separate browser window, click the Operating Hours tab, then click New.
Enter a name, description, and time zone.
In the Time Slots related list on the operating hours, create time slots for each day. For example, if the operating hours should be 8 AM to 5 PM Monday through Friday, create five time slots, one per day. To reflect breaks such as lunch hours, create multiple time slots in a day: for example, Monday 8:00 AM – 12:00 PM and Monday 1:00 PM – 5:00 PM. To establish 24/7 operating hours, create a time slot for each day of the week that starts at 12:00 AM and ends at 11:59 PM.
Optionally, assign service resources to your territory via the Service Territory Members related list. Service territory members are resources who are available to work within the territory. If you haven’t created service resource yet, know that you can also define a service resource’s territories from the resource’s detail page.
When you add a member, indicate whether this territory is the member’s primary, secondary, or relocation territory. The primary territory is typically the territory where they work most often—for instance, near their home base—while secondary territories are territories where they can be assigned to appointments if needed. Relocation territories represent temporary moves.
You can create a hierarchy of territories to represent the areas where your team works in California. Include a top-level territory named California, three child territories named Northern California, Central California, and Southern California, and a series of third-level territories corresponding to California counties. Assign service resources to each county territory to indicate who is available to work in that county.