Service Territories are created from the Service Territories tab in a Field Service enabled org. You need the Field Service permissions and at least one Operating Hours record to attach. Create the territory first, mark it active, then add members so the scheduler has resources to work with.
- Open the Service Territories tab
From the App Launcher or the Field Service app, go to the Service Territories tab and click New to start a record.
- Name and describe the territory
Give it a clear name that matches how your team refers to the area, such as New York Area, and add a short description if helpful.
- Attach operating hours and address
Use the Operating Hours lookup to pick the working windows for this area, and enter the address so the scheduler has a location and time zone.
- Set hierarchy and activate
Leave the territory as a top level or select a parent territory, then turn on the Active checkbox so you can add members and link work.
- Add service territory members
On the saved record, add service resources as members, set each member Type to primary, secondary, or relocation, and confirm each home base is geocoded.
A readable label for the area or function the territory covers; appears across scheduling and the dispatcher console.
A lookup to the working hours and time zone the scheduler honors when offering appointments in this territory.
The checkbox that must be on before you can add members or associate work orders and appointments.
The territory location the engine uses to anchor appointments and to read the local time zone for hours.
- Scheduling runs only for territories that have at least one primary member, so a territory with only secondary members stays unschedulable.
- Every member needs a geocoded home base, or the optimizer cannot calculate that resource's travel and may skip them.
- A resource can have just one primary territory; assigning a second primary is not allowed and forces a secondary or relocation type.
- Match Territory and Working Territories work rules only take effect if they are part of the scheduling policy actually applied to the run.