Dynamics 365 Field Service : Configure territories, postal codes, and organizational units

In Dynamics 365 Field Service, Territories, Postal Codes, and Organizational Units play a vital role in connecting business operations, resource management, and automated scheduling.

Organizational Units

Definition:

Organizational Units represent internal divisions or teams within your service organization—like departments or geographic branches.

Purpose:

  • Define the structure of your field service business (e.g., East Coast Services, Commercial HVAC Team).
  • Assign resources (technicians) to the correct business unit.
  • Control access, pricing, and processes by unit.

Example:

West Coast Services might be an organizational unit managing all field work for California and Nevada.

Territories

Definition:

Territories define geographic areas of service, typically used to route and assign work orders to the most appropriate technicians based on their location.

Purpose:

  • Group technicians by location for easier scheduling.
  • Improve travel time and operational efficiency.
  • Ensure customers are served by local teams.

Relationship with Resources:

  • Field technicians (Resources) can be assigned to one or more Territories.
  • Work Orders are often matched to Territories to auto-assign nearby resources.

Example:

A territory could be named “San Diego Metro” or “Northern Region.”

Postal Codes

Definition:

Postal Codes help define precise geographic boundaries within Territories. You can associate specific postal codes to a Territory.

Purpose:

  • Auto-assign Work Orders to Territories based on customer location (address postal code).
  • Improve accuracy in scheduling and territory mapping.

How It Works:

When a customer’s service address includes a postal code, Field Service looks for the territory that includes that code and assigns the work accordingly.


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