Admins and territory managers can create virtual territories to give customers and
service resources the flexibility to take appointments from anywhere. A virtual territory is a
service territory that is created without an address for a group of service resources that are
available for appointments on virtual channels, such as phone and video.
Required Editions
Available in: Lightning Experience.
Available in: Enterprise and Unlimited Editions
For example, a group of retail bankers take only virtual appointments. The bankers can
create shifts and add the engagement channels for which they’re available. Admins can create
a virtual territory for the bankers and then relate these service resources to that virtual
territory.
Note Always create engagement channel types and channels’ junction entities before you relate
a channel to a shift.
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