Available in Editions: Standard, Professional

Create Service Territories

Permission Required: Territories

Find out the Edition-specific limits for 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. A Description.
   
3. The address of the service territory base in the Street, City, State, Postal Code, and Country fields.
   
4. The Cities within the territory. Type in a name and click Enter. You can add a maximum of 20 cities.
   
5. The Zip Codes corresponding to the cities added. Type in a zip code and click Enter. You can add a maximum of 20 zip codes.
   
   Each territory must have a unique set of cities and ZIP codes that are not shared with any other territory. These ZIP codes and cities will be used to auto assign a territory to a record.

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

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

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.

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.

Auto-Assignment Rule For Territories

Enabling The Auto-Assignment Rule

How It Works  

1. Based on the Service Address 
   
1. If the ZIP code in the service address matches a territory’s ZIP code, that territory will be automatically assigned.
   
2. If the ZIP code is missing but the city matches a territory’s city, that territory will be automatically assigned.
   
   
2. If No Match in the Service Address, Check the Billing Address 
   
1. If the ZIP code in the billing address matches a territory’s ZIP code, that territory will be automatically assigned.
   
2. If the ZIP code is missing but the city matches a territory’s city, that territory will be automatically assigned.
   
3. If the billing address does not include either a ZIP code or a city, no territory will be automatically assigned.
   
   
3. If No Match in Both Addresses 
   
1. If neither the service address nor the billing address matches any territory’s ZIP code or city, the Territory field will not be auto-filled.