Service Territories are the geographic or functional groups that scope Field Service work — "West Coast," "Northeast," "Solar Specialists." Each territory has its own operating hours, address, and assigned Service Resources. Work flows to resources only within compatible territories.
- Make sure Field Service is enabled
Setup → Field Service Settings.
- Open the Service Territories tab
App Launcher → Service Territories. Or Setup → Service Territories.
- Click New
Top-right of the list.
- Set Territory Name and Description
Convention: by region ("NYC Metro") or by skill ("Premium Installs").
- Set Operating Hours (link Business Hours)
Drives when work in this territory can be scheduled. Outside operating hours, the scheduler skips appointments here.
- Set Address (Street, City, State, ZIP)
Drives geographic boundaries used by Field Service Lightning Scheduling for travel-time optimization.
- Save → assign Service Resources
Service Territory Members related list → Add → pick resources. Each resource can belong to multiple territories.
- (Optional) build a Territory Hierarchy
Parent Territory field — territories can nest, with parent inheriting child resources for fallback assignment.
Required.
Required. Linked Business Hours record.
- Operating Hours of the Service Territory cap when work can be scheduled. Misaligned hours (e.g. territory hours 9-5 but tech available 7-7) leave unused capacity outside.
- Service Resources can be in many territories. The Primary Territory is what shows on reports; the rest are secondary fallbacks.
- Address fields drive geographic scheduling. Bad address data (typos in ZIP) breaks travel-time calculations silently — the scheduler routes the tech long distances.