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 customer 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:
  1. Navigate to Setup > Users and Control > Service 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, State, Postal Code, and Country fields.
    3. An Administrator or Dispatcher from the Assign Owner drop-down.
      All new work orders in this territory will be auto-assigned to this person.


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



You can additionally 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:
  1. Navigate to Setup > Users and Control > Service Territories.
  2. 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.

Deactivating Service Territories

Service territories cannot be deleted, they can only be deactivated. After the service territory is deactivated, it cannot be assigned to a dispatcher, field technician, or crew. A deactivated service territory will not be listed in the dispatch console either. In order to deactivate a service territory, any field technician or crew currently associated with the service territory (see screenshot below) must be reassigned to any other active service territory.

To deactivate service territories:     
  1. Navigate to Setup > Users and Control > Service Territories.
  2. Select the name of the service territory and click Deactivate.  
  3. In the Deactivate Territory pop-up, one of the two actions listed below need to be done based on whether any field technician or crew are currently associated with the service territory or not:
    a. Field technicians or crews are currently associated with the service territory:     Select a territory to which you want to move the field technicians and crew and click  Deactivate. Click View assigned resources to view the technicians and crew.
    b. No field technician or     crew are currently associated with the service territory: Click Deactivate

         
Points to remember:
  1. Service territories that have open service appointments (i.e. service appointments that are not Closed, Cancelled, or Terminated) in them cannot be deactivated.
  2. When you move the technicians or crew under a service territory you are deactivating to a different service territory, the current date will be assigned as the Start Date for the new territory.
  3. When you deactivate a service territory, the technicians or crew which have it as their primary territory will be listed for reassignment.  

Refer to this page for details about Primary Territory and Start Date Time.

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