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 contact 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 technicians are assigned to these service territories who then handle the service requests in their region.
Create Service Territories
To create service territories:
- Navigate to Setup > Workforce > Service Territories and click New Territory.
- Enter the following details, then click Create:
- A name in the Territory Name field.
- The address of the service territory base in the Street, City, State, Postal Code, and Country fields.
- An Administrator or Dispatcher from the Assign Owner drop-down.
All new work orders in this territory will be under the purview of this person. They can triage them and perform the required actions.
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 [
] icon 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:
- Navigate to Setup > Workforce > Service Territories.
- Select the name of the service territory and click the Edit button. Modify the required details and click Save.
All the field technicians who have this service territory as their primary territory will be listed in the Available Resources of this service territory.
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