Zoho FSM | Service Territory Management

Service Territory Management

Service territories are domains that can be geographical, departmental, commercial, or based on any other way you want to segment your business. This demarcation helps you manage service requests and service personnel. For example, service territories can be different regions where an organization provides their field services. Service personnel such as dispatchers and field agents are assigned to these service territories who then handle the service requests in their region.


 Available in Editions: StandardProfessional

Create Service Territories

Info
Permission RequiredTerritories
Find out the Edition-specific limits for Service Territories.

To create service territories:
  1. Navigate to Setup Workforce > Territories and click New Territory.
  2. Enter the following details, then click Create:
    1. A name in the Territory Name field.
    2. The address of the service territory base in the Street, City, StatePostal Code, and Country fields.
    3. A Description.


The newly added service territory will be listed as shown below:



You can also search for a service territory from the territories list by clicking on the search [] field and typing in a name.



Info
A default service territory will be added when a new Zoho FSM account is created.

Editing Service Territories

To edit service territories:
  1. Navigate to Setup Workforce Territories.
  2. Click the name of the service territory you want to edit. Click Edit. Modify the required details and click Save.
    You can also find the Edit [] option by hovering over the service territory.

Deactivate Service Territories

Deactivating a territory is an irreversible action. A territory once deactivated cannot be reactivated again.
 
To deactivate service territories:
  1. Navigate to Setup > Workforce > Territories.
  2. Click the name of the service territory you want to deactivate. Click Deactivate.
    You can also find the Deactivate ] option by hovering over the service territory.



  3. Click Proceed in the confirmation message.
The deactivated resources can be seen under the Inactive Territories list.


 
Points to remember
  1. The users and crew assigned to the territory will be removed from the territory. In these users and crews, the date of deletion will be set as the End Date Time for this territory.



  2. If there are active crews associated with the territory, then you will not be allowed to delete the territory, and you will encounter an error. You will first need to deactivate the crews the territory is associated with.



  3. If there are transactional records (Requests, Estimates, etc.) associated with the territory, those records will be listed. Click on Yes, Proceed if you want to deactivate the territory.



    When you deactivate a territory, the associated transactional records will be affected as follows:
    - You will not be able to create a service appointment for a work order with the deleted territory. You will have to clone the work order to change the territory. In the service appointment, all the service resources will be listed as unavailable.



    - If the request or estimate that you are trying to convert to an estimate or work order has a deleted territory, then you will need to change the territory.


View Service Territories

The details about a service territory will be displayed under the following sections:

Overview

The overview displays all the details about the service territory.


Resources

All the service resources assigned to the territory will be listed here. A service resource is active in a territory if their End Date for the territory is not in the past.

Add Resource

To add a resource to a territory:
  1. Click the name of the service territory you want to add the resource to.
  2. In the Territory overlay, click Add Resource.
    Alternatively, hover over the service territory and select Add Resource from the more options ] menu.
  3. Select a user, and set the Start Date and the End Date and click Add.
    The period between the Start Date and the End Date is when the user will be active in that territory.


Only after you assign a territory to the user, will:

- The user be listed in the Service Resource dropdown of the Create Appointment overlay, provided the service appointment is created for the same territory.

- The user be listed under the territory in the Gantt view of Dispatch Console


Hover over an entry and click the Edit [] icon to modify it.



      Create. Review. Publish.

      Write, edit, collaborate on, and publish documents to different content management platforms.

      Get Started Now


        Access your files securely from anywhere

          Zoho CRM Training Programs

          Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

          Zoho CRM Training
            Redefine the way you work
            with Zoho Workplace

              Zoho DataPrep Personalized Demo

              If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

              Zoho CRM Training

                Create, share, and deliver

                beautiful slides from anywhere.

                Get Started Now


                  Zoho Sign now offers specialized one-on-one training for both administrators and developers.

                  BOOK A SESSION







                              Quick LinksWorkflow AutomationData Collection
                              Web FormsRetailOnline Data Collection Tool
                              Embeddable FormsBankingBegin Data Collection
                              Interactive FormsWorkplaceData Collection App
                              CRM FormsCustomer ServiceForms for Solopreneurs
                              Digital FormsMarketingForms for Small Business
                              HTML FormsEducationForms for Enterprise
                              Contact FormsE-commerceForms for any business
                              Lead Generation FormsHealthcareForms for Startups
                              Wordpress FormsCustomer onboardingForms for Small Business
                              No Code FormsConstructionRSVP tool for holidays
                              Free FormsTravelFeatures for Order Forms
                              Prefill FormsNon-Profit
                              Forms for Government
                              Intake FormsLegal
                              Mobile App
                              Form DesignerHR
                              Mobile Forms
                              Card FormsFoodOffline Forms
                              Assign FormsPhotographyMobile Forms Features
                              Translate FormsReal EstateKiosk in Mobile Forms
                              Electronic FormsInsurance
                              Drag & drop form builder

                              Notification Emails for FormsAlternativesSecurity & Compliance
                              Holiday FormsGoogle Forms alternative GDPR
                              Form to PDFJotform alternativeHIPAA Forms
                              Email FormsWufoo alternativeEncrypted Forms
                              Accessible FormsTypeform alternativeSecure Forms

                              WCAG

                                          Create. Review. Publish.

                                          Write, edit, collaborate on, and publish documents to different content management platforms.

                                          Get Started Now






                                                            You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                                Manage your brands on social media

                                                                  Use cases

                                                                  Make the most of Zoho Desk with the use cases.

                                                                   
                                                                    

                                                                  eBooks

                                                                  Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho Desk.

                                                                   
                                                                    

                                                                  Videos

                                                                  Watch comprehensive videos on features and other important topics that will help you master Zoho Desk.

                                                                   
                                                                    

                                                                  Webinar

                                                                  Sign up for our webinars and learn the Zoho Desk basics, from customization to automation and more

                                                                   
                                                                    
                                                                  • Desk Community Learning Series


                                                                  • Meetups


                                                                  • Ask the Experts


                                                                  • Kbase


                                                                  • Resources


                                                                  • Glossary


                                                                  • Desk Marketplace


                                                                  • MVP Corner



                                                                    Zoho Sheet Resources

                                                                     

                                                                        Zoho Forms Resources


                                                                          Secure your business
                                                                          communication with Zoho Mail


                                                                          Mail on the move with
                                                                          Zoho Mail mobile application

                                                                            Stay on top of your schedule
                                                                            at all times


                                                                            Carry your calendar with you
                                                                            Anytime, anywhere




                                                                                  Zoho Sign Resources

                                                                                    Sign, Paperless!

                                                                                    Sign and send business documents on the go!

                                                                                    Get Started Now




                                                                                            Zoho TeamInbox Resources





                                                                                                      Zoho DataPrep Demo

                                                                                                      Get a personalized demo or POC

                                                                                                      REGISTER NOW


                                                                                                        Design. Discuss. Deliver.

                                                                                                        Create visually engaging stories with Zoho Show.

                                                                                                        Get Started Now









                                                                                                                            • Related Articles

                                                                                                                            • Service Appointments

                                                                                                                              Service appointments are jobs created for carrying out the services in a work order. These service appointments are assigned to field agents or crew who will then perform the services at the contact location. As many service appointments as the ...
                                                                                                                            • Why isn’t a technician or crew available for selection when creating a service appointment? What does "Not available in this territory" mean while assigning a service resource in a service appointment?

                                                                                                                              In Zoho FSM, a technician or crew will only be available for selection during service appointment creation if specific conditions are met. The technician or crew must be assigned to the same territory as the work order They must be active in that ...
                                                                                                                            • User Management

                                                                                                                              Zoho FSM offers a multi-user environment by supporting different profiles. A Profile defines the set of permissions and accessibility within the application. There are five built-in profiles in the Zoho FSM application: Administrator, Dispatcher, ...
                                                                                                                            • Service Tasks

                                                                                                                              Service tasks are subtasks or child tasks that you can add to a service. When you want to handle a service that is a composite task consisting of several activities, then creating service tasks for the service will come in handy. For example, ...
                                                                                                                            • Service Reports

                                                                                                                              A service report can be created for an appointment. It will capture the details of the service appointment, the associated contact details, and other inputs of customer acknowledgment such as signature, and rating. Available in Editions: All Editions ...
                                                                                                                              Wherever you are is as good as
                                                                                                                              your workplace

                                                                                                                                Resources

                                                                                                                                Videos

                                                                                                                                Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                                eBooks

                                                                                                                                Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                                Webinars

                                                                                                                                Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                                CRM Tips

                                                                                                                                Make the most of Zoho CRM with these useful tips.



                                                                                                                                  Zoho Show Resources