Work Rule Type: Working Territories

This is a Field Service managed package feature.

Service resources can have only one primary service territory at a time, but multiple secondary territories. Optimization requests that include a service resource's secondary territory memberships must also include the corresponding primary territory membership. Secondary territory memberships must be identical to, or contained within, the primary territory membership for a particular time and resource. If the secondary territory memberships aren't fully covered by a primary territory membership, availability applies only to the overlapping period. When using Enhanced Scheduling and Optimization, the secondary service territory doesn't need to be contained within the primary service territory. Scheduling and optimization is supported only for service territories with at least one primary service territory member. By default, the Working Territories rule considers only secondary territories. If you want the optimizer to consider the primary territory as well, select Working Location Enable Primary on the work rule.

A scheduling policy can’t include both a Working Territories work rule and a Match Territory work rule for the same dataset. To choose between them, consider the number of service resources and service territories in your field service operation, and how often service resources are called to work in different territories.

If service resources frequently move between service territories, use a Working Territories work rule. Use relevance groups to differentiate between service resources if some resources move less than others. Before you create and use relevance groups to apply work rules to certain groups of appointments or territory members, review the relevance groups guidelines.

Create work rules from the Work Rules tab. To view or add work rule fields open the Object Manager in Setup and select the Work Rule custom object. Add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy.