Modify the resource membership of agents or crews associated with a territory

Modify the territory membership of agents or crews to make them available to work in a territory for a certain period, set their priority when assigning tasks, or mark them as inactive.

Before you begin

Role required: sn_fsm_tp.fsm_territory_planner

About this task

All agent and crew resources in the assignment group associated with a territory are available to work in that territory by default. You can modify their membership by making them inactive to avoid assigning tasks to them or set their territory membership type to either primary or secondary. Resources with a primary membership are prioritized over resources with a secondary membership when assigning tasks.

Note:

• You can customize agent membership even if the agents don't belong to the assignment group, but crew membership can be customized only for crews that belong to the assignment group associated with the territory.

• You must activate Field Service Crew Operations plugin to view and customize crew membership. For more information, see Activate Field Service Crew Operations.

Procedure

1. Navigate to All > Field Service > Territory Planning > Territory Planning Console.
2. In the Territories panel select the territory.
   The territory record appears.
3. Modify the desired membership.
   • To modify agent membership, select Agent Membership tab.
   • To modify crew membership, select Crew Membership tab.
4. Select Add.
5. On the form, fill in the fields.

   Table 1. Territory Membership Override form

   Fields	Description
   Territory	Name of the territory. This field is automatically set to the territory for which the agent or crew is a member.
   User	Name of the agent whose membership you want to change. This field is available only when a crew is not selected in the Crew field.
   From	Date from which the resource is available to work in the territory.
   Active	Option to indicate whether the resource is available to work in the territory.
   Membership type	Type of membership for the resource, either primary or secondary. For example, if a resource is part of two territories simultaneously, assign a primary membership to the resource for territory one and a secondary membership for the other territory.
   Crew	Name of the crew whose membership you want to change. This field is available only when an agent is not selected in the User field.
   To	Date until which the resource is available to work in the territory.

6. Select Save.

Result

The agent or crew availability and membership is modified.