---
schema_version: "1"
id: 0b6d8154667ba0fe219bec8a310f944db78595192ac4fa05e6c367ffa6909411
title: Create a Service Territory
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/workforce_engagement_service_territory.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.workforce_engagement_service_territory.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 391a68c00916c7de92e178e47f4bf9b8707f7d171d6f941b2047ccb7053fc0e2
description: A service territory represents the geographic or functional area where your business operates.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Create a Service Territory

A service territory represents the geographic or functional area where your business operates.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table>

## Service Territory Use Cases

Service territory is a key element when you create a workload history, forecast, or capacity plan in Workforce Engagement. It’s also important when you create and assign shifts.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d35681e69">Feature</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d35681e72">Use Case</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d35681e69 "><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_history_and_forecasts_about.htm&amp;type=5&amp;language=en_US" target="_blank">Workload
                History</a> (Workforce Engagement only)</td>

            <td data-label="Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d35681e72 ">
              <p style="margin-bottom:0;">When you create a workload history in Workforce Engagement, you select a service
                territory. This service territory determines the time zone used to display the
                workload history and its related forecast and capacity plan. </p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d35681e69 "><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_capacity_plan_about.htm&amp;type=5&amp;language=en_US" target="_blank">Forecast
                and Capacity Plan</a> (Workforce Engagement only)</td>

            <td data-label="Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d35681e72 ">
              <p style="margin-bottom:0;">A forecast or capacity plan uses the service territory in the associated workload
                history. This service territory determines the time zone that’s used to display
                the forecast and capacity plan.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d35681e69 ">
              <a href="https://help.salesforce.com/s/articleView?id=service.shift_scheduling_intro.htm&amp;type=5&amp;language=en_US" target="_blank">Shift
                Scheduling</a>
            </td>

            <td data-label="Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d35681e72 ">Each shift that you create is based on a single service territory. </td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d35681e69 ">
              <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_scheduling_rules.htm&amp;type=5&amp;language=en_US" target="_blank">Create a
                Scheduling Rule</a>
            </td>

            <td data-label="Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d35681e72 ">The Match Territory scheduling rule type checks if a service resource belongs
              to a shift’s service territory. A match helps to determine whether the scheduling
              logic assigns that service resource to the shift.</td>

          </tr>
          <tr class="">
            <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d35681e69 "><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_about_intraday_management.htm&amp;type=5&amp;language=en_US" target="_blank">Intraday
                Management</a> (Workforce Engagement only)</td>

            <td data-label="Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d35681e72 ">If you’re using a non-Omni workflow with Intraday Management, your dashboard is
              based on a Service Territory. The Team Management View shows only the agents and
              shifts associated with the service territory that you select.</td>

          </tr>
        </tbody>
      </table>

## Create a Service Territory

1. Open **Service Territories** in the App Launcher.
2. Click **New**.
3. Name your service territory, and select from the list of operating hours. To make this territory active, check the box. Fill in any additional fields you’d like.
    
    Shift Scheduling and Workforce Engagement support only time zones that are based on full hours. For example, GMT+9:00 is supported but not GMT+9:30.
4. Save your changes.

## Create a Service Territory Membership

Service territory members are service resources who work in the associated territory within the territory’s operating hours. Linking service resources with service territories allows scheduling to find agents who work in the right locations and within the specified hours.

1. Assign service resources to service territories in the Service Territories related list on the resource detail page. Or add them to the Service Territory Members related list on the territory detail page.
2. Use the **Type** field to indicate whether the territory is a primary or secondary territory for the service resource. Shift Scheduling and Workforce Engagement don't support the relocation type.
    
    The primary territory is where the resource works most often. Secondary territories are territories where the resource can be assigned if needed. A resource can have more than one secondary territory but only one primary territory.

![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png)

Example A contact center schedules team members to work on-site and from home. Set up a service territory for the call center and another to represent workers’ homes. Specify operating hours on both service territories. Assign the service territory for the call center as the primary service territory and the work-from-home service territory as a secondary service territory. Your planners can then schedule agents for shifts in both locations.

![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png)

Example Your business has two New York contact centers: Brooklyn and Manhattan. Set up a service territory for each center, and specify the operating hours for each service territory. If your agents can work in either center, assign them a primary and secondary service territory location. Your planners can then schedule agents for shifts in both locations.