When using Pega Field Service, you can divide large service areas into smaller service territories and assign them to a work group. When you assign a service territory to a work group and then generate a work order for that work group, the work order inherits the service territory from the work group account. When you are scheduling a work order, the suggested available resources are filtered based on the resources that are assigned to the same territory as the work order.

To configure service territories, complete the following tasks.

1. Create a service territory
2. Assign a service territory to a work group

Creating service territories

To create service territories for your business, complete the following steps.

1. Log in to the Field Service Admin portal by entering your credentials.
2. On the navigation pane, click Organization.
3. To add a new service territory, click the Service territory tab and then click the Create Service territory icon .
4. Complete the fields on the Create service territory form.
5. Complete the Scheduling parameter section.
   1. Scheduling unit – Select the schedule based on the service territory. For example, by time of the day, by day, or by week.
   2. No. of schedule options presented to a scheduler – Enter the number of slots to be displayed while scheduling.
   3. No. of technicians evaluated per scheduling engine iteration – Enter the number of workers to be considered for evaluation for each slot.
   4. Preferred scheduling – Schedule preferred field workers based on ranking order or schedule any other field worker based on the option selected.
6. Click Create.

The Field Service Admin portal also allows external service territories to be added to work groups. To add third party service territories, when you create or edit the service territory form, select the External Provider option. This allows the Field Service application to use the third party service territories.

Assigning a service territory to a work group

In the Field Service Admin portal, you can either create a new work group and assign a service territory to it or add a new service territory to an existing work group. After you perform this step, when a customer service representative (CSR) creates and schedules a work order, the corresponding available field workers are filtered out for that service territory.

To assign a service territory to a work group, complete the following steps.

1. Log in to the Field Service Admin portal by entering your credentials.
2. On the navigation pane, click Organization.
3. Click the Work Groups tab.
4. To add a new work group and then assign the service territory, click the Create work group icon .
5. Enter the required details in the Create work group form.
6. Expand the Service Territory section.
7. To select a registered service territory, click Add. You can associate multiple service territories to a work group.
8. Click Create.

If you want to assign a service territory to an existing work group, click the edit icon and either edit or add the service territory to the work group.