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.

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

Create 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.



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.




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