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Creating a service territory

Suggest edit Updated on October 6, 2020

A service territory defines the coverage area for a group of mobile field workers. It includes coverage locations that are defined by entering a city, state, postal code, region, or country name. You can not schedule work for locations that are not included in a service territory. You can add and manage service territories in the Field Service Admin portal. As a business administrator, to create a service territory, perform the following steps.

  1. In the Pega Field Service Admin portal, click OrganizationService territoriesnew service territory.

  2. In the Status field, select Active to activate the service territory.

  3. In the Scheduling unit field, select a type of scheduling mode.

    Each service territory has a specific scheduling method defined by scheduling modes. When you create a new service territory, you can configure it to have one of the following scheduling modes.

    • By Hour – A service territory defined to schedule by hour. The customer service representatives schedule field service work as it is created. There is no trip planning involved. This mode typically addresses those areas where the frequency of requests is high, and the coverage area is small.
    • By Day – A service territory defined to schedule by day. The field service work is placed on the selected field worker's day schedule. It is not dispatched automatically. The dispatcher reviews each day’s schedule, optimizes it, and confirms the schedule with customers and field workers before dispatching day trip work.
    • By Week – A service territory defined to schedule by week. The field service work is placed on the selected field worker's week schedule. It is not dispatched automatically. The dispatcher reviews each week’s schedule, optimizes it, and confirms the schedule with customers and field workers before dispatching the week trip work.
    • External – Select this option to create a service territory specifically for the third-party field workers.
  4. Click Create.

Add coverage locations, dispatchers, and field workers to a service territory. For more information, see Adding coverage locations, dispatchers, and field workers to a service territory.
  • Previous topic Setting up service territories
  • Next topic Adding coverage locations, dispatchers, and field workers to a service territory
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