Permissions and Sharing5% of the exam
User territories versus service territories for access
Service territory members place resources where they work; User Territory records give dispatchers and call center reps access through each territory's public group. Covers user territory sharing settings, the User Territory job and its time horizons, and the traps that break territory sharing.
Understand the differences between user territories and service territories.
~6 min read · 6 practice questions ·
What the exam expects
- Distinguish a User Territory record (record access) from a service territory member (where a resource works and is scheduled).
- Configure user territory sharing in Field Service Settings and predict what it creates for territories, appointments and parent records.
- Set up the User Territory job: territories per job, forward and backward time horizons, and run frequency.
- Diagnose broken territory sharing: duplicate group names, territories created before Private sharing, owner changes and missing primary-territory access.
Key terms:
- Service territory: a region where field service work is performed; resources join it as primary, secondary or relocation members.
- User Territory record: links a user, typically a dispatcher or call center rep, to a service territory and adds them to its public group.
- Territory public group: the group created with the territory's name that receives the territory's shared records.
- User Territory job: the scheduled job that adds and removes service resources from public groups based on their membership dates.
- Field Service Default group: the public group for appointments created without a territory.
Key facts
New service territory
- Detail
- Creates a same-name public group the territory is shared with
New User Territory record
- Detail
- Adds the user to the territory's public group
Appointment with a territory
- Detail
- Shared with that territory's public group
Appointment without a territory
- Detail
- Field Service Default public group
Territories per User Territory job
- Detail
- Fewer than 200
Dispatcher managing a schedule
- Detail
- Needs sharing for the resource's primary territory
Match Territory
- Detail
- Primary or relocation memberships only
Territory created before Private sharing
- Detail
- Sharing records must be created manually
Sources for this section (2)
- Why should dispatchers get Read/Write rather than Read Only under customized sharing logic?
- When does a departed resource disappear from a dispatcher's Gantt with Time Horizon in days (Backwards) set to 7?
- Which group gives users access to appointments created without a service territory?
- What does Run now do on the User Territory job?
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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