Managing Resources16% of the exam
Service territories and primary, secondary, relocation members
How to design service territories (hierarchy, size, addresses, time zones) and choose primary, secondary or relocation memberships, with the date, time zone and deletion rules that decide whether a member is schedulable.
Given a scenario, recommend the appropriate Service Territories and their Members.
~7 min read · 9 practice questions ·
What the exam expects
- Design a territory model: hierarchy for grouping, members only in lower-level territories, suggested size limits and one time zone per territory.
- Recommend primary, secondary or relocation membership from a scenario and predict who is a candidate under Match Territory or Working Territories.
- Set membership dates and times: 24 hours or longer, start and end outside working hours, the member's own time zone, blank End Date for open-ended memberships.
- Set the home base for travel on the territory or the member record, and handle deleting territories and primary memberships.
Key terms:
- Service territory: a region (or functional area) in which field service work is performed; it can sit in a hierarchy.
- Service territory member: a service resource assigned to a territory with a Type, Start Date and End Date.
- Primary territory: where the resource works most often; one per resource at a given time.
- Secondary territory: where the resource can be assigned if needed; several are allowed, with overlapping dates.
- Relocation territory: a temporary move that acts as the primary territory during its active dates.
- Home base: the address used for travel at the start and end of the day.
Key facts
Hierarchy size
- Detail
- Up to 10,000 territories
Suggested territory size
- Detail
- 50 resources; 1,000 appointments per day; 20 qualified resources per appointment
Address required
- Detail
- Lower-level territories that include resources
Primary territories
- Detail
- One per resource at a given time
Match Territory candidates
- Detail
- Primary or relocation territories
Secondary without enhanced engine
- Detail
- Must fall within primary membership dates
Membership time zone
- Detail
- Member's user record time zone
Membership length with optimization
- Detail
- Max three years; leave End Date blank for longer
No primary membership
- Detail
- Not scheduled or optimized; appointments not unscheduled
Auto Dispatch job
- Detail
- Uses primary and relocation memberships
- Which suggested limits does Help give for a service territory?
- When can you leave a secondary territory's Operating Hours field empty?
- When can't you delete a service territory?
- When is a territory supported for scheduling and optimization?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Agentforce Field Service and Operations Consultant pack
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- All 38 lessons of the Agentforce Field Service and Operations Consultant guide, with reading progress
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