Create service territories to organize your service resources and ensure that the service resources are assigned to appointments near their home branch.
Required Editions
| Available in: Lightning Experience. |
| Available in: Enterprise and Unlimited Editions |
| User Permissions Needed | |
|---|---|
| To view the Service Territories tab and service territories: | Read on service territories |
| To create or clone service territories: | Create on service territories |
| To edit service territories: | Edit on service territories |
| To delete service territories: | Delete on service territories |
| To view service territory locations: | Read on service territories |
| To create, update, or delete service territory locations: | Edit on service territories |
| To view service territory members: | Read on service territories |
| To create, update, or delete service territory members: | Edit on service territories |
| To assign operating hours to service territories: | Edit on service territories |
Service territories typically represent geographical areas where your resources work. However, you can create functional territories, such as loan processing or account onboarding. You can also organize service territories into hierarchies.
Associate each service territory (location) to a work type (appointment template) via a service territory work type. This ensures that each template is associated with the appropriate branch.
- On the Service Territories tab, click New.
- Enter a name and description for your territory, such as a branch location.
- Select Active to be able to add members to the territory or associate it with appointments.
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Enter an address.
This address is the location of the appointment as used in the location search in the appointment flow.
- If your territory is part of a larger territory, select a parent territory if necessary.
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Select operating hours for the territory, which indicate when appointments within the
territory take place.
Important When you use Shift Management, service territory’s operating hours are used only if you select the Use service territory’s operating hours with shifts scheduling policy. For more information, see Define Shift Rules in Scheduling Policy.
Note Select a set of operating hours without any concurrent time slots. Any concurrent time slots in the service territory’s operating hours aren’t available for selection during appointment scheduling. Only the concurrent time slots in the service territory member’s operating hours are available. - Save your changes.
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To assign resources to your territory, use the Service Territory Members related list or
click Assign Service Resources.
Service territory members are resources who are available to work within the territory. If you haven’t created resources yet, you can also define a resource’s territories from the resource’s detail page.
Resources use their territory’s operating hours by default, but you can define different hours for resources.
When you add a member, indicate whether the territory is the member’s primary or secondary territory. The primary territory is typically the territory where they work most often—for instance, near their home branch—while secondary territories are territories where they can be assigned to appointments if needed. A resource can have only one primary territory for a date range. There’s no restriction on the number of secondary territories for the resource.
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 resources to each county territory to indicate who is available to work in that county.
Salesforce Scheduler uses coordinates to show service territories when users create appointments. The Geocodes for Service Territory Address data integration rule generates coordinates (latitude and longitude) based on the service territory address. To view the coordinates for service territories:
- Click the Setup icon, and then select Developer Console.
- In Query Editor, enter
SELECT Name,Latitude,Longitude from ServiceTerritory.Note To view the latest data, click Refresh Grid. - Click Execute.
If coordinates don’t appear, confirm that the data integration rule is active. Then, update the address fields of the service territory so that the data integration rule generates the coordinates.