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Field Service dispatching can sometimes be a complex task, but now easier than ever! One of the ways that Field Service solutions simplify the dispatching process is through the use of Territories, and in today’s blog, we’ll be giving you the foundation you need to use Territories when working with your own dispatching processes.


Territories are geographical regions that allow you to define the areas that Resources service. During a Work Order creation, a Territory can be specified so that only Resources that work in the area are considered. Think of it this way. If your business operates in Texas and in Washington, you don’t want any of your crews in Washington to be considered free to handle a Work Order in Texas, no matter how open their schedules are! Additionally, if there is only one team in Texas, it should automatically be assigned all the work in the Texas territory – no need to consider anything else.

Let’s take a look at the Territory Creation screen:


By default, Territories are empty buckets to which one can assign Work Orders and Resources. They require nothing more than a name such as East Side of Town, West Side of Town, the Docks, etc. What unlocks the value of Territories, however, is on the left navigation under Common – Postal Codes. Giving a Territory a Postal Code gives it a place in space. Now, when you create a Work Order, you can tell it that it is in the Minnesota territory, or the Texas territory, or the Brazilian territory, etc.

Territories have a 1: N relationship with Postal Codes. That is to say, a Territory may have any number of Postal Codes, but each Postal Code may only be associated with a single Territory. Resources have an N: N relationship with Territories – so each Resource can be assigned to any number of Territories, and each Territory can have any number of Resources. So when you create Territories, think about how they are going to be used. Do you need a Twin Cities Territory that contains all the ZIP codes so that all resources have access to all ZIP codes, or do you need a Minneapolis Territory AND a St. Paul Territory, so that you can assign some resources to one city, some to the other, and some to both? There isn’t a right or a wrong answer, you just need to find the best answer for you and your business needs.

Once you’ve done the setup work, Territories do the heavy lifting for you. The Schedule Board can now automatically assign Work Orders to Resources with which they share a Territory. The Routing Engine will run faster now that it can filter by Territory first and schedulers can filter results for both Resources and Work Orders by Territory.

That’s all for the blog today! You can learn more about Field Service Management and CRM by downloading the whitepaper or watching our on-demand webinar, all from our Field Service Management page!

Happy CRM’ing!

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Joe CRM is a CRM superhero who runs on pure Microsoft Dynamics CRM adrenaline. As the face of PowerObjects, Joe CRM’s mission is to reveal innovative ways to use Dynamics CRM and bring the application to more businesses and organizations around the world.