19Sales Territories and Assignment

This chapter contains the following:

Setup Overview

If you assign accounts and opportunities to salespeople by address, product, industry, or other criteria, this chapter is for you. You learn how to set up a sales territory hierarchy to automatically provide salespeople with the access to the accounts and opportunities they need to work on. The hierarchy you build also provides the reporting hierarchy used for forecasting and for assigning quotas.

The sales territory hierarchy is separate from the resource hierarchy you built earlier when you created sales users. Both hierarchies provide access to opportunities: the owners of parent sales territories gain access to opportunity data in child territories in the same way as resource managers gain access to the opportunities of the resources reporting to them. However, forecasting and quotas rely on the sales territory hierarchy. If you want sales managers to forecast and work quotas, create a sales territory hierarchy that includes those sales managers.

Note: If your salespeople forecast only the opportunities they own and you don't need to assign opportunities to them automatically by address or other criteria, then you can skip this chapter entirely. That's because, for this use case, the application sets up everything you need. It sets up a territory structure that mirrors your sales organization hierarchy. And it automatically assigns the opportunity to the opportunity owner's territory. The opportunity revenue gets included in the owner's forecast and passed up the management chain for adjustment and approval. The Forecasting chapter provides the details.

Here are the steps for setting up sales territories and assignment.

Step Description Navigation Where to Get More Details

1

Enable the territory dimensions you plan to use in your territories.

Setup and Maintenance > Sales > Territories > Enable Dimensions and Metrics

See the topic: Enable Territory Dimensions

2

Create a territory proposal. A proposal is a sandbox that permits you to update territories without affecting any existing territory setup.

Navigator > Territories

See the topic: Create a Territory Proposal

3

Create the hierarchy of sales territories in the proposal starting with the top territory and working your way down. You can get an overview of some of the techniques you can use for the setup in the Sales Territory Use Cases section.

Navigator > Territories

See the topic: Create the Sales Territory Hierarchy

4

Activate the territory proposal.

Navigator > Territories

See the topic: Activate the Territory Proposal

5

Enable automatic assignment of sales territories to imported accounts by setting the following system profile options to Yes:

  • Sales Account Automatic Assignment on Import Enabled

  • Sales Account Automatic Assignment on Create Enabled

  • Sales Account Automatic Assignment on Update Enabled

Setup and Maintenance > Sales > Foundation > Manage Administrator Profile Values

See the topic: Enable Automatic Assignment of Imported Accounts

6

You can enable automatic assignment of territories to opportunities whenever the opportunities are updated.

By default, the application automatically assigns sales territories to accounts whenever an account is created or updated, but opportunity assignment isn't automatic. Sales users must trigger opportunity assignment manually while editing an opportunity or they must wait for the opportunity assignment process to run.

Oracle specifies manual opportunity assignment as the default to prevent performance issues for companies with a large number of opportunity lines (100,000 and up).

If your organization doesn't have such a large volume, then set the profile Assignment Submission at Save Enabled to Yes. Oracle also recommends a setting of Yes for forecasting.

Setup and Maintenance > Sales > Opportunities > Manage Opportunity Profile Options

See the topic: Make Opportunity Assignment Automatic

7

Run the account and opportunity assignment processes (Request Account Assignments and Revenue Territory Territory Based Assignment) immediately after setting up sales territories and on a regular schedule, perhaps once every day during off-peak hours.

Navigator > Tools > Scheduled Processes

See topics: Run the Account Assignment Process and Run the Opportunity Assignment Process

Sales Territories and Assignment

Getting assigned to a sales territory provides salespeople with access to accounts and opportunities. Sales territories also provide the framework for forecasting. Salespeople can forecast only opportunity lines in their territories and forecasts roll up the territory hierarchy.

How You Gain Access to Sales Data

All salespeople can view basic account information, including customer names, contacts, and addresses. You must have additional access to view the opportunities on the account, and to share all the details you need to collaborate during the sales process. Information that requires additional access includes customer interactions, to-do lists, and appointments. Without the additional access, you can't share collateral, and collaborate on presentations. If you implement Microsoft 365 or Mobile, then only the accounts that are part of a salesperson's territory are downloaded and synchronized. Here's how you get access to additional sales information:

  • You're the owner of the record.

    Each record must have an owner. You automatically become the owner of any record you create. The owner, who is automatically a member of the sales team, has full privileges, including the ability to edit the record and add others to the sales team. The record owner or the sales administrator can reassign ownership of individual records. The sales administrator can also reassign ownership of multiple records at the same time using the Mass Transfer feature available in the Navigator. Users converting a lead to an opportunity, can also assign the owners of the resulting accounts and opportunities.

  • You're a member of the sales team on the record.

    The owner can add members and assign different levels of access to them: view only, edit, or full (the ability to add others).

  • You're the owner or a member of a sales territory assigned to the record or owner or member of the parent territories in the sales territory hierarchy.

    Being the owner of a territory makes gives you additional privileges over a member: owners can review and submit forecasts up the sales territory hierarchy.

  • You're a manager in the resource hierarchy of the resource with access.

    Managers in a salesperson's resource management hierarchy have automatic visibility to their team's set of accounts, contacts, opportunities, leads, and other information. They don't have to be explicitly assigned to each territory or sales team. The resource hierarchy provides you access to sales data, but not to forecasts. Only territory owners can view forecasts. Most Oracle customers create a sales territory hierarchy that matches the resource hierarchy, so a manager is also the owner of the territory, but the two can be different.

  • You're assigned to an access group.

    Access groups provide an alternate way of providing access to sales data based on conditions you define. For example, you can use access groups to grant specific users access to all open opportunities, or all accounts in the UK, and so on. Access groups aren't replacements for sales territories, but they provide a good way to grant access to people who assist with sales. For example, you may need to provide the legal department with access to certain opportunities.

  • You're a sales administrator (a user with the Sales Administrator job role).

    Sales administrators have access to everything.

  • The implementation team configures and assigns job roles with different privileges.

    You can change the default access levels, by copying and modifying the existing job roles. See the Creating Job, Abstract, and Duty Roles chapter of the Securing CX Sales and B2B Service guide for more details.

How You Grant Additional Access Automatically

You can provide salespeople access by manually reassigning record ownership or adding someone to a sales team, or you can automate the process using one or both of the following methods:

  • Assign access using sales territories

    You can set up the sales territory boundaries based on a wide variety of factors, called dimensions. The most common dimensions include address, product, customer size, customer type, and industry. Many Oracle customers also define their own additional dimensions.

    When you assign salespeople using territories, the territories themselves become associated with the account, opportunity, or lead. If you later realign your sales territories or if there's a turnover in your sales organization, then the assignments reflect those changes automatically after you run the assignment process.

    The application assigns territories for each individual opportunity line separately. If an opportunity line gets assigned to your territory, you automatically gain access to the whole opportunity. If Lisa Jones' territory includes servers and Julian Henderson's laptops, both salespeople get access to an opportunity that includes servers and laptops.

  • Assign access to specific individuals by creating assignment rules

    Rules assign the individual salespeople you specify to sales teams if the rule conditions are met. Rules are the primary way of assigning salespeople to leads, and so rule setup is covered in the Leads chapter. For opportunities, you can create rules to assign additional salespeople using factors that aren't covered by sales territories, such as deal size or product knowledge. Creating rules to supplement territory assignment requires additional setup, including the setting of system profile options not covered in this guide. See the Implementing Sales guide for details.

Salespeople can trigger assignment manually or you can assign leads, accounts, and opportunities automatically by running assignment processes.

Sales Territory Boundaries

You define sales territory boundaries by the values you assign to their dimensions. For accounts, the territory dimensions provided by Oracle include:

  • Address

    Define territories by address elements such as city, state, and postal code.

  • Geography

    Legacy dimension that existing customers are using for geographical territories. While you can still use Geography to set up territories by states and other address elements, new Oracle customers should use the Address dimension instead. You can't use this dimension together with the Address dimension.

  • Account type

    The account type specifies if the account is named or not.

  • Customer size

  • Industry

  • Organization type

You can also create classification categories to define up to three additional dimensions.

Because opportunities are associated with an account, you can use the account dimensions to assign opportunities as well. Opportunities and leads have these additional dimensions:

  • Business unit

  • Product

    You can enter product groups or individual products from the sales catalog.

  • Sales channel

    The available sales channels are: Direct, Indirect, and Partner.

Address Dimension

Use the Address dimension to set up sales territories by a combination of address elements, such as state, city, and postal code. The application uses pattern matching for assignment, so you must include all variations of spellings that exist in your data in the territory definition. The cleaner and the more consistent your data, the less work you have to do.

When you define each territory, you can enter multiple rows of address elements:

  • All the entries in a row must match for assignment (AND operator)

  • If you enter multiple rows, one of the rows must match for assignment (OR operator)

Here's how the entries are matched:

  • For all of the address attributes except Postal Code, the application uses exact matches. When you define the coverage for a territory, you must include all the possible spellings that exist in your address data. The match must be exact, but matches aren't case-sensitive, so you don't have to include TX and Tx as separate spellings, for example.

    If you're creating a territory for the state of Texas, you may need to include these different spellings, depending on what's in your data: TX, Tex, Tex., and Texas.

    You enter these spelling variations as four separate lines in the Texas state territory definition. The country is always required.

    Country State

    United States

    TX

    United States

    Tex

    United States

    Tex.

    United States

    Texas

    Here's how you could define a territory for the city of Dallas, Texas:

    • You need both state and city to match.

    • Dallas must be spelled correctly in your data every time.

    Country State City

    United States

    TX

    Dallas

    United States

    Tex

    Dallas

    United States

    Tex.

    Dallas

    United States

    Texas

    Dallas

  • To match by postal codes, such as US ZIP codes, you can enter ranges of values or partial values. Here are the rules:

    • You can enter ranges of values and the ranges don't have to be valid postal codes. For example: 94501-94599.

    • Use the percent sign (%) at the end of an entry to indicate partial matches. For example, you can enter 940% to indicate all the postal codes starting with 940.

    • You can't use the percent sign for ranges.

    • You can use US ZIP+4 postal codes in ranges, provided you enclose them in double quotation marks, for example: "94065-0000"-"94070-9999".

    If there's a chance that some of your Dallas addresses don't include the city, then you could add a line to your Dallas territory definition to enable assignment by postal code:

    Country State City Postal Code

    United States

    Any

    Any

    75001 - "75222-9999"

    Here's an explanation:

    • The country is required, but the values for state and city are Any because you're matching only the postal code. There's an implicit AND operation in each row, so if the postal code doesn't match, the account won't get assigned to the territory even if you specified the city.

    • The upper limit of the postal code range is "75222-9999" to include addresses with ZIP+4 postal codes. Entering 75222 as the upper limit wouldn't assign addresses with 75222-0002. The double quotation marks are required because you're entering a code with a hyphen. The entry for the upper limit isn't a real postal code, but that's OK for the pattern matching.

    Here are a few more examples of postal code territories:

    Country State Postal Code Explanation

    United States

    Any

    940%

    Territory for all the postal codes starting with 940%, which include most of the San Francisco peninsula.

    United States

    Any

    94065 - 94070

    Territory for Redwood City and San Carlos, California.

    The rule doesn't assign accounts with 94070 ZIP+4 codes in the address because these are higher numerically than 94070. For example, this rule won't assign a San Carlos account at an address with the postal code 94070-0121.

    United States

    Any

    94065 - "94070-9999"

    Territory for Redwood City and San Carlos, California.

    This version correctly assigns accounts with 94070 ZIP+4 code, including 94070-0121.

Postal Code Assignment Example

Here's an example of how accounts are assigned using postal codes. Suppose you set up the following three territories:

Territory Name Country State City Postal Code

San Francisco

United States

Any

Any

941%

Western Arizona

United States

Any

Any

853%

Phoenix, Arizona

United States

Any

Any

85000-85299

When you run assignment on the following accounts:

Account Name Address

Blue Semiconductor

100 Main Street, Phoenix, AZ 85254

Fantastic Laptops

500 East Main Street, Avondale, AZ 85338

First Software

2361 21st Avenue, San Francisco, CA

Compucon

500 Spear Street, San Francisco CA 94105-1548

You get these territory assignments:

Account Name Assigned Territory

Blue Semiconductor

Phoenix, Arizona

Fantastic Laptops

Western Arizona

First Software

Not assigned to any of the territories because the postal code is missing.

Compucon

San Francisco

Available Address Elements

When you enable the Address dimension, you can enable any of the following address elements. You can use the additional attributes to accommodate the address elements that are required for some countries.

  • Country

  • State

  • Province

  • County

  • City

  • Postal Code

  • Additional Attribute 1

  • Additional Attribute 2

  • Additional Attribute 3

  • Additional Attribute 4

  • Additional Attribute 5

How Sales Territories Support Assignment and Forecasting

Here's how sales territories support automatic assignment and sales forecasting.

Sales Territory Assignment

Sales territory assignment matches the values you enter in the territory dimensions to the records you're assigning. The application:

  1. Evaluates all territories regardless of their position in the sales territory hierarchy to see if there's a match.

  2. Discards the ancestors of any of the matching territories.

Here's an example to illustrate how sales territories work in assignment and forecasting. Consider a simple territory hierarchy for a company that sells laptops and servers in the US:

  • The company divides the US states and assigns them to two territories: East and West.

  • The East and West territories are divided into two territories, one territory sells laptops and the other sells servers.

  • The company requires only two territory dimensions to define territories: address and product.

Here's what the sales territory structure looks like:

Territory hierarchy for the sample territories
described in the table. The US Product Sales territory is the parent
of West and East territories. West is the parent of West Laptops and
West Servers. East is the parent of East Laptops and East Servers.

Here are the values you enter in the address and product dimensions for the example:

  • A value of Any means that all values, even a missing value, match.

  • The top territory in this hierarchy has a value of Any across all the dimensions making it the overall catchall territory.

    The application assigns all records not matching any of the coverage values of other territories to the overall catchall territory.

  • The West and East territories have a value of Any for the Product dimension. They are the catchall territories for any opportunities in those regions for products other than laptops and servers.

Territory Name Address Product

US Product Sales

Any

Any

West

States in the western US

Any

East

States in the eastern US

Any

West Laptops

States in the western US

Laptops

West Servers

States in the western US

Servers

East Laptops

States in the eastern US

Laptops

East Servers

States in the eastern US

Servers

To assign accounts, assignment uses the address of the account only (there's no product information available in accounts). Here's how the application assigns an account with an address in New York:

  1. Finds the following matching territories: East Laptops, East Servers, East, US Product Sales

    East Laptops, East Servers, and East territories include New York explicitly in the list of states. US Product Sales has the value of Any in the address dimension.

  2. Discards East and US Product Sales because these are parents and grandparents of the East Laptops and East Servers

The application assigns the account to the East Laptops and East Servers territories.

For assigning opportunities, the application assigns each opportunity line separately. The assignment process uses the address of the account (each opportunity must be associated with an account). For example, here's how the application assigns an opportunity for servers and laptops in a New York account.

Here's how the application assigns the servers opportunity line:

  1. Finds these matching territories: East Servers, East, and US Product Sales

    East Servers includes the correct product and state. East includes the state and Any as the value for the product. US Product Sales matches because it has Any for both dimensions.

  2. Discards East and US Product Sales because these are parents and grandparents of East Servers.

The application assigns the opportunity line to the East Servers territory. The application uses the same process to assign the laptop opportunity line to the East Laptops territory.

For the matching territories, assignment gives each territory owner edit access to the opportunity as a whole, and both territories are listed on the opportunity Sales Team tab. Only the matching opportunity line is included in forecasts for that territory, however.

Here's a diagram that illustrates the different effects of territory assignment on opportunity access and forecasting. The diagram shows an opportunity for laptops and servers. Here's what happens when agent A owns the laptops territory and agent B owns the servers territory:

  • Both agents gain edit access to the opportunity as a whole and are listed as members of the opportunity sales team.

  • Agent A can only forecast laptops.

  • Agent B can only forecast servers.

  • Agent A's and Agent B's managers (who are also the owners of the parent territories) gain access to the opportunity as a whole, but they get to view and adjust only the forecasts submitted by their subordinates.

  • The colleagues of agents A and B don't have any visibility into the opportunity unless they have edit access to the account.

Illustration of the example provided in the text
showing the different effects of territory assignment on opportunity
access and forecasting.

The Importance of Catchall Territories

Some of the values required for assignment may be missing from the records you're assigning and you may have gaps in your territory coverage. For these reasons, you must set up one or more catchall territories with Any as the value for each of your territory dimensions. The value of Any means that any value, even a missing value, is a match. The owner of the catchall territory, or another user you assign as a territory member, must monitor the catchall territory for records that didn't get assigned properly. You can adjust your territory structure over time to minimize the number of records assigned to the catchall territories.

Using the sample territory setup, an opportunity for service (a product not specified in any territory) in a Japanese account (a country not specified in any territory) is assigned to the overall catchall territory. An opportunity for service in California, gets assigned to the West territory because the West territory includes the rule: Country=US, State=CA.

How Sales Territories Work for Forecasting

You can enable two types of forecasts: Prime and Overlay. Forecasts designated as Prime forecast sales revenue. Overlay forecasts are designed to permit any overlay organization, such as sales support, to create a separate forecast. The overlay forecast isn't included as part of the sales revenue forecast. How forecasting works depends on the hierarchy of the sales territories you set up and the value you enter in the Enable Forecasting field for each territory. The Enable Forecasting field can have these values:

Enable Forecasting Field Value Explanation

Prime only

The territory owner can forecast and adjust the sales revenue forecasts.

Overlay only

The territory owner can forecast and adjust forecasts that are not counted in the sales revenue forecast.

Prime and Overlay

The territory owner can adjust both types of forecasts.

Disabled

The territory owner is excluded from creating or reviewing forecasts.

The sales territory hierarchy you set up determines how forecasts are passed up for adjustment and approval. In the example, the East Laptops and East Servers forecasts are automatically submitted to the owner of the East territory for adjustment and then passed on to the US Product Sales territory owner. The western forecasts mirror that process.

You have the option of using multiple UIs to manage sales territories. There's a full-featured UI that's designed for setting up the territory hierarchy and a simpler UI that you can use for ongoing minor adjustments to territories after they're set up. Users can toggle between the two UIs by clicking an icon with two arrows pointing to opposite sides. When you're in the UI with fewer details, the icon is named More Details; in the full-featured UI, it's called Fewer Details. While the More Details and Fewer Details UIs are designed specifically for sales territories, you can also make sales territory adjustments in Workspace.

Fewer Details for Making Minor Changes

When you open the Territories work area, the application displays the Territories page in the Fewer Details UI, by default. The Territories page displays a list of territories and search fields similar to what you find in other work areas. The Fewer Details UI is optimized for sales managers who want to make simple changes to individual territories, such as changing territory owners or minor tweaks in coverage.

Here's a screenshot of the Territories landing page in the Fewer Details UI. Clicking More Details (the highlighted button with two arrows) opens the More Details UI.

Screen capture of the Territories landing page
in the Fewer Details UI. The page displays a list of sample territories.

More Details for Building Your Sales Territory Hierarchy

In the More Details UI, territory setup is done not on live territories, but in a proposal that you must activate after your setup is complete. Proposals make it possible to make territory revisions without affecting live territories and to create different versions to be used at different times.

Here's a screenshot of the Active Territories landing page in the More Details UI. The callouts highlight and describe different features on the page.

Callout Number Feature Description

1

The left pane of the Active Territories page displays the active territories as a collapsible hierarchy.

2

Selecting a territory, displays territory details at the bottom of the page

3

Using the Manage Proposals button, you can create territory proposals with your territory changes.

4

The Show Dimensions button displays dimension details in the list of active territories.

5

The Fewer Details button (two arrows) returns you to the less-detailed UI.

Screen capture of the partial Active Territories
page in the More Details UI showing sample data. Regions described
in the previous table are highlighted by callouts.

Differences Between the Two UIs

Here are the major differences between what you can do in the two UIs. Whichever UI you're using to make your territory changes, your records aren't reassigned until the appropriate assignment process runs.

Feature More Details UI Fewer Details UI

Changing a territory owner or member

Your changes aren't effective until you activate the proposal.

Your changes take effect immediately.

Making changes without immediately effecting live territories

You create territories in a territory proposal that isolates your changes from existing active territories until you activate. You can even decide to create different proposals to go live in the future, to account for seasonal sales demands, for example.

Territory proposals aren't available. Changes you make to territories are immediate.

Inheriting the properties of parent territories

When you create child territories in both UIs, the child territories automatically inherit the properties and coverage of the parent territories. In the More Details UI, you can also link territories so that any subsequent change in coverage for the parent territory is automatically reflected in the linked territory.

At creation, the child territories automatically inherit the properties and coverage of the parent territories. However, in the Fewer Details UI, you can't link the territories to make subsequent coverage changes reflected automatically.

How You Can Make the Details UI the Default and Only UI

When users open the Territories work area, they see the Fewer Details UI and must click the More Details button to open the More Details UI. Also by default, users can toggle between both UIs. You can make the More Details UI the default UI and you can remove the button to prevent access to the Fewer Details UI. To change the defaults, all you have to do is set the system profile option Default to Territory Classic Interface (MOT_DEFAULT_CLASSIC_INTERFACE) to Yes. The setting, which is made at the site level, affects all users. You can edit the system profile value option from the Setup and Maintenance work area using the following:

  • Offering: Sales

  • Functional Area: Sales Foundation

  • Task: Manage Administrator Profile Values

Use Workspace for Resolving Territory Gaps and Overlap Issues

For resolving territory gaps and overlap issues in existing territories, consider using Workspace. That's because, in Workspace, you can search for your territories not only by salespeople but also by dimension coverage details, such as included accounts, products, or geographies.

Sales territories displayed in Workspace.

Sales Territory Use Cases

Overview

This section uses very simple examples to illustrate how you set up sales territories to provide salespeople access to accounts and opportunities and how you enable them to forecast. The examples use the two most frequently used dimensions: address and product. Here's what they cover:

  • Automatically assigning access to individual salespeople by product or address.

  • Automatically assigning access only to managers when salespeople manage and sell to their own accounts.

  • Handling territories that don't roll up neatly by address or by product and to separate assignment and forecasting.

  • Automatically assigning product specialists and others to help with a particular opportunity line using special territories, called overlay territories.

  • How to set up catchall territories so executives don't have to troubleshoot territories.

  • Ignoring or hiding the owner fields in the account and opportunity UIs and relying exclusively on sales territories and assignment rules to determine access.

As a rule, if you can draw the boundaries of sales territories along some dimension, then you should use sales territories to automatically assign access to accounts and opportunities to individual salespeople. Assigning salespeople using territories makes it easy for you to change the assignment when salespeople leave or are hired and to perform sales territory realignment. When you're realigning territories to balance the workload and to reward your top performers, you can experiment with different what-if sales territory scenarios in territory proposals. If you're dividing your territories by address and by product, then you can draw the territory boundaries for individual salespeople by either dimension.

Salespeople in a Region Sell Different Products to the Same Customers

Suppose, for example, that salespeople in a particular region sell different types of products to the same customers. You want salespeople to coordinate their engagement with each customer and to be always included on those opportunities that involve their products.

You know which salespeople work in each region, so you can use territories to provide them with edit access to all accounts in their region using the address dimension. You can then assign salespeople to opportunities when their products are involved using the product dimension.

Territory Setup

The US product sales organization is divided into two regions: West and East. Each regional office includes a manager and two salespeople who sell different products: one sells laptops and the other servers.

Here's a diagram of the sales territory hierarchy. You must always create at least one catchall territory with the value of Any for each of your dimensions. The overall catchall territory is the topmost territory (callout 1), but both the West and East territories serve as catchall territories for the product dimension. For the Address dimension, you must list every state in each territory.

Sample territory hierarchy with the US Product
Sales territory at the top. The West and East territories are the
child territories under US Product Sales. The West territory is the
parent of the West Laptops and West Servers territories. The East
territory is the parent of the East Laptops and East Servers territories.
Each territory includes the values for the address and product dimensions
which are listed in the table which follows.

Here are the key entries for the territories in this example. Territory Type is always set to Prime because all territories are used for sales revenue forecasting. The Enable Forecasting field is always set to Prime only, enabling the territory owner to participate in sales revenue forecasting. For the Address dimension coverage, you must enter a separate line for every state.

Territory Name Territory Type Address Product Enable Forecasting

US Product Sales

Prime

Any

Any

Prime only

East

Prime

  • Country: United States, State: NY

  • Country: United States, State: NJ

  • Country: United States, State: MA

And entries for all the remaining 22 states in the eastern half of the US

Any

Prime only

East Laptops

Prime

  • Country: United States, State: NY

  • Country: United States, State: NJ

  • Country: United States, State: MA

And entries for all the remaining 22 states in the eastern half of the US

Laptops

Prime only

East Servers

Prime

  • Country: United States, State: NY

  • Country: United States, State: NJ

  • Country: United States, State: MA

And entries for all the remaining 22 states in the eastern half of the US

Servers

Prime only

West

Prime

  • Country: United States, State: CA

  • Country: United States, State: NV

  • Country: United States, State: AZ

And entries for all the remaining 22 states in the western half of the US

Any

Prime only

West Laptops

Prime

  • Country: United States, State: CA

  • Country: United States, State: NV

  • Country: United States, State: AZ

And entries for all the remaining 22 states in the western half of the US

Laptops

Prime only

West Servers

Prime

  • Country: United States, State: CA

  • Country: United States, State: NV

  • Country: United States, State: AZ

And entries for all the remaining 22 states in the western half of the US

Servers

Prime only

How Assignment Works for This Scenario

When a lead comes in for a potential customer with an address in California who is interested in purchasing laptops, the inside sales team converts the qualified lead into an account and opportunity. The application does the following:

  • Assigns the West Laptops and West Server territories to the account because California matches the address dimension. The owners of the territories gain full access to the account and can share information about their interactions with the customer. Full access means they can add other team members in addition to editing the account information itself.

  • If the account is missing the state in the address, the application assigns the account to the catchall territory, US Product Sales.

  • Assigns the West Laptops territory to the opportunity line using the product dimension and the address of the account. The laptop revenue can now be forecast by the West Laptops territory owner.

  • If the opportunity line for the California account is for products other than laptops and servers, then the application assigns the opportunity line to the West territory.

Salespeople Sell All Products to Customers in Their Region

If you draw boundaries purely by address elements in a geographical region, then each salesperson handles customers in their particular region and sells all of the products into that region.

Territory Setup

Here's a diagram of a sample territory structure. The West and East regions split the states in the US. Each of the two regional territories are split again. You must list every state in each territory.

Sample territory hierarchy with the US Product
Sales territory at the top. The West and East territories are the
child territories under US Product Sales. The West territory is the
parent of the West 1 and West 2 territories. The East territory is
the parent of the East 1 and East 2 territories. Each territory includes
the values for the address and product dimensions which are listed
in the table which follows.

Here are the territories for this example and the key entries for each. For the Address dimension coverage, you must enter a separate line for every state. The Product dimension value is always Any because salespeople sell all products. You could choose not include the Product dimension at all if you're not going to be using products for assignment elsewhere in your territory hierarchy. The Territory Type is always set to Prime and the Enable Forecasting field to Prime only

Territory Name Territory Type Address Product Enable Forecasting

US Product Sales

Prime

Any

Any

Prime only

East

Prime

  • Country: United States, State: NY

  • Country: United States, State: NJ

  • Country: United States, State: MA

  • Country: United States, State: FL

And entries for all the remaining 21 states in the eastern half of the US

Any

Prime only

East 1

Prime

A subset of the states in the east: NY ,NJ, MA, RI, and so on.

Any

Prime only

East 2

Prime

A subset of the states in the east: VI, NC, SC, FL, and so on.

Any

Prime only

West

Prime

  • Country: United States, State: CA

  • Country: United States, State: NV

  • Country: United States, State: AZ

  • Country: United States, State: NM

And entries for all the remaining 21 states in the western half of the US

Any

Prime only

West 1

Prime

A subset of the states in the west: CA, NV, AZ, and so on.

Any

Prime only

West 2

Prime

A subset of the states in the west: OR, WA, ID, MT, UT, NM, and so on.

Any

Prime only

How Assignment Works for This Scenario

When a lead comes in for a potential California customer who's interested in purchasing laptops, the inside sales team converts the qualified lead into an account and an opportunity. Here's what the application does:

  • Assigns the West 1 territory to the account because California is in the West 1 territory. The salesperson in the territory gains edit access as does her management chain.

  • Assigns the West 1 territory to any opportunity line for the California account using the account address.

  • If the account is missing the state in the address or is located in another country, then the application assigns the account to the catchall territory: US Product Sales.

Salespeople in Each Region Manage Their Own Accounts and Sell All Products to Those Accounts

If individual salespeople in each region manage their own customer relationships and sell all products to those customers, then there may be no way of drawing sales territories to assign new accounts to them directly. Instead, you can automatically assign access to the managers in each region and have the managers distribute the accounts to the salespeople working for them. Even though you are not assigning records to individual salespeople, you must still set up territories for them so they can forecast.

Territory Setup

Because everyone sells all products, you can set up sales territories by address only for the managers. For salespeople, you create territories with no coverage for the address dimension so the territories get skipped over by assignment but can be used for forecasting. A territory with no coverage is blank, has no entry, for any dimension.

Here's a diagram that shows the territory hierarchy using only the address dimension. You must list all the appropriate states in the West and East territories. An entry of Blank means the territory has no address coverage (no accounts are assigned automatically). Because all salespeople sell all products, the product dimension is not required unless you are using products in overlay territories or other portions of your territory setup.

Sample territory hierarchy with the US Product
Sales territory at the top. The West and East territories are the
child territories under US Product Sales. The West territory is the
parent of the West 1 and West 2 territories. The East territory is
the parent of the East 1 and East 2 territories. Each territory includes
the values for the address dimension which are listed in the table
which follows.

Here are the key entries for each territory. Territory Type is always set to Prime because all territories are used for sales revenue forecasting. The Enable Forecasting field is always set to Prime only, enabling the territory owner to participate in sales revenue forecasting.

Territory Name Territory Type Address Enable Forecasting

US Product Sales

Prime

Any

Prime only

East

Prime

  • Country: United States, State: NY

  • Country: United States, State: NJ

  • Country: United States, State: MA

And entries for all the remaining 22 states in the eastern half of the US

Prime only

East 1

Prime

Blank

Prime only

East 2

Prime

Blank

Prime only

West

Prime

  • Country: United States, State: CA

  • Country: United States, State: NV

  • Country: United States, State: AZ

And entries for all the remaining 22 states in the western half of the US

Prime only

West 1

Prime

Blank

Prime only

West 2

Prime

Blank

Prime only

Child territories automatically inherit the coverage of their parent when you create them, so you must delete the inherited coverage to make them blank. For details on how to delete the coverage for a territory, see the Creating a Territory with No Coverage topic.

How Assignment Works for This Scenario

When a lead comes in for a potential customer with an address in California who is interested in purchasing laptops, the inside sales team converts the qualified lead into an account and opportunity. Here's the assignment process:

  1. The application automatically assigns the new account to the West territory using the address dimension.

  2. The manager who owns the West territory (or a sales administrator working on the manager's behalf), edits the salesperson's territory and includes the account by name.

  3. Running territory assignment automatically assigns the opportunity lines for that account to the same salesperson as well.

If an account is missing the state information or the account is in a country other than the US, then the account is assigned to the catchall territory, US Product Sales.

Note: Because the accounts are assigned by name to the territories, administrators must manually move the accounts during territory realignment.

Irregular Territory Hierarchies Where Territories Don't Roll Up to the Same Parent

Normally, the coverage values in the child territories roll up to the parent. For example, the territory selling laptops in Hawaii and the territory selling servers in Hawaii both roll up to the territory selling products in the western US. But what if the VP of US sales decides to take over the Hawaii servers territory for herself so she can play golf? Now the two Hawaii territories roll up to different levels in the territory hierarchy. You could end up with wrong assignments and duplicate forecasts. This topic explains how you can assure proper assignment and forecasting by creating parent territories with no coverage. A parent territory with no coverage still gets the forecasts from the children territories, but it's skipped over for assignment. Creating sales territories with no coverage effectively separates assignment and forecasting. Here are two scenarios to illustrate the difference between a regular hierarchy and an irregular one.

Regular Address Hierarchy

Here's a diagram illustrating the structure of a simple regular address hierarchy. The Western US territory includes territories for the western states and the Eastern US territory includes all the territories for the eastern states. The Western US territory is the parent of both Hawaii Servers and Hawaii Laptops.

Diagram showing a simple territory hierarchy with
the US Sales territory at the top. Western US and Eastern US are child
territories of US Sales. Hawaii Servers and Hawaii Laptops are child
territories of Western US.

Here are the entries for the territories in the diagram.

Territory Name Territory Type Address Product

US Sales

Prime

Any

Any

Eastern US

Prime

States in the eastern US.

Any

Western US

Prime

States in the western US.

Any

Hawaii Servers

Prime

Hawaii

Servers

Hawaii Laptops

Prime

Hawaii

Laptops

Here's how the application assigns accounts and opportunities using this territory setup:

  • An account in Hawaii is automatically assigned to both the Hawaii Servers and Hawaii Laptops territories.

  • An opportunity for a server in a Hawaii account is assigned to the Hawaii Servers territory. An opportunity for a laptop goes to the Hawaii Laptops territory.

  • An opportunity for a service product in Hawaii is assigned to the Western US.

Irregular Address Hierarchy

Now imagine that the Vice President for US Sales likes to play golf in Hawaii, so she decides to handle one of the Hawaii territories herself. The resulting territory structure splits Hawaii across two different hierarchy levels. The Hawaii Servers territory is now a child of US Sales, while the Hawaii Laptops territory remains under Western US. The following figure reflects the change.

Diagram showing a simple irregular territory hierarchy
with the US Sales territory at the top. Western US, Eastern US, and
Hawaii Servers are child territories of US Sales. Hawaii Laptops is
the child of the Western US territory

If you keep the territory settings the same and the same opportunity comes in for servers in the Hawaii account, the application assigns both the Western US and Hawaii Severs territories.

Here's how the application arrives at the assignment:

  1. The application first checks for all possible matching territories. These are Western US, Hawaii Servers, and US Sales

  2. The application discards all the ancestors of the matching territories: US Sales is a parent of Western US so gets discarded.

Because the opportunity is assigned to two territories in the hierarchy, it could end up in both territory forecasts and being counted twice in revenue projections. You can fix the assignment issues in this example by creating the Western US territory with blank coverage. Having blank coverage (no coverage in all the territory dimensions) means the territory gets skipped for assignment, but still allows for forecasting to roll up as before. Here are the revised entries:

Territory Name Territory Type Address Product

US Sales

Prime

Any

Any

Eastern US

Prime

States in the eastern US.

Any

Hawaii Servers

Prime

Hawaii

Servers

Western US

Prime

Blank

Blank

Hawaii Laptops

Prime

Hawaii

Laptops

The application now assigns only the Hawaii Servers territory. Here's how the application arrived at the assignment:

  1. The application first checks for all possible matching territories. These are Hawaii Servers, and US Sales.

  2. The application discards all the ancestors of the matching territories: US Sales is a parent of Hawaii Servers and so gets discarded.

How to Assign Outside Help Using Overlay Territories

Sometimes you want to assign others in your organization to assist with a sale. For example, if an opportunity line includes complex equipment, product specialists may be required to help with the technical details. You can make such assignments using overlay territories.

Sales Territory Setup

This diagram shows a simple overlay organization in a sales territory structure. The overlay organization consists of a manager and two product specialists. Each specialist is automatically assigned to help with the sale of a specific server model. The overlay organization territories are the children of the US Product Sales catchall territory for convenience.

This diagram shows a blank territory structure
shell with three overlay territories that are children of the top
US Product Sales territory: Sales Support Overlay, with both Address
and Product dimensions blank; Sentinel Server Overlay, with Address
dimension value set to Any and Product dimension set to Sentinel Servers;
and Green Server Overlay, with address dimension set to Any and Product
dimension value of Green Servers. Both the Sentinel Server Overlay
and the Green Server Overlay territories are children of the Sales
Support Overlay territory.

The table lists the key entries for each overlay territory. Note the following:

  • The Territory Type is always set to Overlay.

  • For the Sales Support Overlay territory, the values of both dimensions are blank. This ensures the territory is not assigned to any account or opportunity.

  • The Enable Forecasting column for the overlay territories can be set to Disabled or Overlay Only.

    • Use Disabled if you're not forecasting overlay territories.

    • Use Overlay Only if your overlay organization creates its own forecasts for the sales where they're involved. Such overlay forecasts are not counted as part of the sales organization forecasts to prevent double counting. If you do enable overlay forecasting, then you must set the value for manager territories that approve or adjust forecasts for both prime and overlay territories, such as US Product Sales, to Prime and Overlay. Enabling forecasts by overlay territories also requires additional setup so salespeople can specify overlay credit on the opportunity UI itself. See the Implementing Sales guide for details.

Territory Name Territory Type Address Product Enable Forecasting

US Product Sales

Prime

Any

Any

Prime or Prime and Overlay

Sales Support Overlay

Overlay

Blank

Blank

Disabled or Overlay Only

Sentinel Server Overlay

Overlay

Any

Sentinel Servers

Disabled or Overlay Only

Green Server Overlay

Overlay

Any

Green Servers

Disabled or Overlay only

Child territories automatically inherit the coverage of their parent when you create them, so, for the Sales Support Overlay territory, you must delete the inherited coverage as described in Creating a Territory with No Coverage topic.

How Assignment Works for This Scenario

The application assigns both the prime and overlay territories at the same time. Here is the detail for the assignment of overlay territories:

  • The application assigns both the Sentinel Server Overlay and Green Server Overlay territories to all accounts because the Address dimension is set to Any. This provides the overlay team access to account notes, activities, and other details they need if they engage with the account.

  • The application assigns the Sentinel Server Overlay and Green Server Overlay territories only to opportunities with server products in those two product groups.

What to Do When You Don't Want Executives Handling Catchall Territories

If you don't want your execs troubleshooting account and opportunity assignment, read on. Catchall territories are territories high up in the territory hierarchy that have a value of Any for some or all of the territory dimensions. Your organization must monitor the catchall territories to identify and reassign records with incomplete data and to adjust for any gaps in your territory structure. The territories at the top of your hierarchy are usually owned by sales executives who aren't involved in territory troubleshooting. You can make it possible for others to manage the troubleshooting in either one of two ways:

  • You can add the sales administrator as a member of the top catchall territory. As a territory member, the sales administrator can troubleshoot assignment, but she also gains access to all the forecasts the executive is reviewing.

  • You can create two territories: one for the executive and one for the administrator right underneath in the hierarchy. The executive's territory gets a blank coverage (no coverage), so no accounts or opportunities are assigned. The administrator gets the catchall territory, with Any as the value for the appropriate dimensions.

When you create separate territories, the executive can review and adjust all the forecasts from the sales team. The owner of the catchall territory gets to troubleshoot any accounts or opportunities that aren't properly assigned. You can turn off forecasting for the catchall, so that the catchall territory owner doesn't see the forecasts the executive is approving.

Here's a diagram of a sample territory hierarchy with a separate overall catchall territory. The separate overall catchall territory, US Product Sales Catchall, is a child of US Product Sales and the parent of the next level of territories: West US and East US. A catchall must be a parent node. It cannot be a leaf node in the hierarchy.

Diagram showing a sample territory with a separate
catchall. The US Product Sales territory at the top of the hierarchy
has blank coverages and is the parent of the US Product Sales Catchall
territory, with Any as the value for both the Geography and Product
dimensions. The US Product Sales Catchall territory is the parent
of the West US territory, with western US for Geography and the value
of Any for the Product dimension, and the East US territory, with
eastern US for Geography and the value of Any for the Product dimension.

Here are the setup details for the territories. A value of Blank for the top territory means that you removed coverage, assuring that no accounts or opportunities are assigned to that territory. Entering the value Disabled in the Enable Forecasting field for the catchall territory, disables access to forecasting for the territory owner.

Territory Name Territory Type Address Product Enable Forecasting

US Product Sales

Prime

Blank

Blank

Prime

US Product Sales Catchall

Prime

Any

Any

Disabled

West US

Prime

  • Country: United States, State: CA

  • Country: United States, State: NV

  • Country: United States, State: AZ

And entries for all the remaining 22 states in the western half of the US

Any

Prime

West Laptops

Prime

  • Country: United States, State: CA

  • Country: United States, State: NV

  • Country: United States, State: AZ

And entries for all the remaining 22 states in the western half of the US

Laptops

Prime

West Servers

Prime

  • Country: United States, State: CA

  • Country: United States, State: NV

  • Country: United States, State: AZ

And entries for all the remaining 22 states in the western half of the US

Servers

Prime

East US

Prime

  • Country: United States, State: NY

  • Country: United States, State: NJ

  • Country: United States, State: MA

And entries for all the remaining 22 states in the eastern half of the US

Any

Prime

East Laptops

Prime

  • Country: United States, State: NY

  • Country: United States, State: NJ

  • Country: United States, State: MA

And entries for all the remaining 22 states in the eastern half of the US

Laptops

Prime

East Servers

Prime

  • Country: United States, State: NY

  • Country: United States, State: NJ

  • Country: United States, State: MA

And entries for all the remaining 22 states in the eastern half of the US

Servers

Prime

How to Get Rid of the Owner Field and Rely on Automatic Assignment Exclusively

If you want to rely on sales territories or assignment rules to provide access to accounts, opportunities, and leads, you have to get rid of the owner field somehow. That's because you can't automatically assign ownership of accounts, opportunities, and leads. Whoever creates a record becomes its owner and ownership provides edit access to data, including the ability to assign others to the sales team and reassign ownership. Here's how to get rid of the field from the UI:

  • By default, each work area displays a list of records owned by the user, called My Opportunities, My Accounts and so on. You can replace these default lists with your own lists displaying records in user territories.

  • You can also remove the infolets summarizing owned records from the Sales Infolet page.

  • You can hide the field itself in the UI by creating custom layouts in Application Composer.

If you're concerned about unauthorized access by owners, you can create a dummy user and assign ownership of all records to that dummy resource. Whatever solution you explore, you must keep in mind that the owner field assures that the creator of a record retains access to that record.

How to Provide Managers in Completely Different Sales Regions with Access to Everything

Accounts for large multinational corporations are typically assigned to sales teams in different countries or regions. That creates a problem. By default, managers in each region can only access information in their own region. No single manager can access all of the accounts and opportunities for the entire multinational. You can use a combination of account hierarchies and sales territory setup to provide access. By including the account at the top of the multinational hierarchy in the territory of a manager, you provide edit access to all accounts and opportunities in the hierarchy, regardless of where the're located. Managers get access to the account you include in the territory, and to all the accounts below it in the hierarchy. So, you can also use this method to provide access to a subset of the hierarchy.

Setup Summary

  1. Create the account hierarchy either directly in the Edit Account UI or by importing the hierarchy as described in this guide.

  2. Include the top account or another account in the hierarchy:

    1. Create the territory in a territory proposal.

    2. On the Coverages tab in the Included Customers, Selected Customers region, click Select and Add.

    3. In the Select and Add window, search for the account by name or other criteria.

    4. Click Save and Close to include the account and return to the Coverages tab.

    5. Select the account and click Include Hierarchy.

      The Include Hierarchy indicator appears in the Include Hierarchy column.

      Here's a screenshot of a sample territory in the Territory Proposal page with the Pinnacle Technologies account included on the Coverages tab. The presence of the Include Hierarchy indicator (callout 1) means that the territory owner has edit access to all of the accounts in the hierarchy below the Pinnacle Technologies account.

      Screen capture of the Territory Proposal page for
a sample key account director territory. The Pinnacle Technologies
account is included and the presence of the Include Hierarchy indicator
means that the territory owner has access to all of the accounts in
the hierarchy below Pinnacle Technologies.

Sales Territory and Assignment Setup for the Vision Corp. Use Case

This topic explains the use case for the sales territory setup detailed in this chapter. The fictitious Vision Corp. divides its field sales organization for the US into two regions, East and West. Each regional sales organization includes two salespeople, one sells laptops and the other servers. A sales support organization helps out with sales of technically complex server products. The organization includes a sales administrator who monitors and refines the territory assignment and two inside sales representatives who qualify leads.

The Organization and Use Case

Here's the Vision Corp. sales resource hierarchy you set up earlier.

The sample Vision Corp. sales hierarchy includes
the following individuals. Each name is followed by their resource
role, their resource organization, and their manager's name: William
Taylor, CEO, Vision Corp; Peter Apt, Vice President, Global: High
Tech (reporting to William Taylor); Bob Boyle, Sales Vice President,
US Direct Sales (reporting to Peter Apt); Martin Conway, Sales Vice
President, US Product Sales (reporting to Bob Boyle); John Dunbar
Sales Administrator, US Product Sales (reporting to Martin Conway);
Alex Smith, Support Manager, Sales Support (reporting to Martin Conway);
Mateo Lopez, Sales Manager, US Products West (reporting to Martin
Conway); Michael Rhodes, Sales Manager, US Products East (reporting
to Martin Conway);Peter Branch, Product Specialist, Sales Support
(reporting to Alex Smith); Marilyn Richie, Product Specialist, Sales
Support (reporting to Alex Smith); Lisa Jones, Salesperson, US Products
West (reporting to Mateo Lopez); Julian Henderson, Salesperson, US
Products West  (reporting to Mateo Lopez); Kristen Garrity, Salesperson,
US Products East (reporting to Michael Rhodes); Sean Goodkin, Salesperson,
US Products East (reporting to Michael Rhodes). Two inside sales representatives
report to Martin Conway: James Ng, Inside Sales, US Product Sales
and Waleed Abbas, Inside Sales, US Product Sales.

Sales Territory Setup

Vision Corp. creates territories using the address and product dimensions. Here's a diagram that shows the sales territory structure:

  • The top territory, US Product Sales, is the overall catchall territory.

    The territory is owned by Martin Conway and includes the sales administrator John Dunbar. John Dunbar can troubleshoot any accounts and opportunities that are assigned to the overall catchall territory and also to the West and East catchall territories. By monitoring the catchall territories, John can refine the territory structure over time and fill in any gaps.

  • The Sales Support territory owned by Alex Smith has blank (no value) entries for Address and Products coverage. No accounts and opportunities are assigned to him because he only manages the product specialists working for him.

  • Peter Branch and Marilyn Richie are assigned to help with opportunities that involve their products, Sentinel Servers or Green Servers.

  • The inside sales representatives do not have any territories because they qualify leads assigned to them using rules you set up as part of the Leads chapter.

Diagram of Vision Corp. territories. The top territory,
US Product Sales, is owned by Martin Conway and John Dunbar. The top
territory has three child territories: West, owned by Mateo Lopez;
Sales Support, owned by Alex Smith; and East, owned by Michael Rhodes.
The West territory includes the West Laptops territory, owned by Lisa
Jones, and the West Servers territory, owned by Julian Henderson.
The Sales Support territory is divided into the Sentinel Servers territory,
owned by Peter Branch, and the Green Servers territory, owned by Marilyn
Richie. The East territory includes the East Laptops territory, owned
by Kristen Garrity, and the East Servers territory, owned by Sean
Goodkin.

Here are the key entries for the territories:

  • Entries in the Product dimension column are the product groups in the sales catalog. Selecting a product group includes all the product groups and products nested within the product group.

  • Vision Corp. is forecasting sales only. There's no forecast for the sales support organization. For this reason, the Enable Forecasting column value for the overlay territories is set to Disabled. For the prime territories, the value is Prime Only.

  • The Sales Support territory has no coverage values so it doesn't get assigned to any accounts and opportunities. Because each child territory automatically inherits the coverage of its parent, you must delete the coverage to make it blank. For details, see the Create a Territory with No Coverage topic.

Territory Name Territory Owner Territory Type Address Products Enable Forecasting

US Product Sales

Martin Conway

John Dunbar

Prime

Any

Any

Prime only

East

Michael Rhodes

Prime

Arkansas and all the other states in the eastern US

Any

Prime only

East Laptops

Kristen Garrity

Prime

Arkansas and all the other states in the eastern US

Laptops

Prime only

East Servers

Sean Goodkin

Prime

Arkansas and all the other states in the eastern US

Servers

Prime only

Sales Support

Alex Smith

Overlay

Blank (no value)

Blank (no value)

Disabled

Sentinel Servers

Peter Branch

Overlay

Any

Sentinel Servers

Disabled

Green Servers

Marilyn Richie

Overlay

Any

Green Servers

Disabled

West

Mateo Lopez

Prime

Alaska and all the other states in the western US

Any

Prime only

West Laptops

Lisa Jones

Prime

Alaska and all the other states in the western US

Laptops

Prime only

West Servers

Julian Henderson

Prime

Alaska and all the other states in the western US

Servers

Prime only

How It Works

Vision Corp. runs the assignment process once a day in off-peak periods to assign new accounts or opportunities and qualified leads. Here's an outline of how assignment works for accounts:

  • The application assigns an account to both the prime and overlay territories using the state the account is located in. A new account in Alaska gets assigned to West Laptops, West Servers, Sentinel Servers, and Green Servers territories. The owners and members of these territories gain access.

  • If the account information is missing a state for some reason or is in a country other than the US, then the application assigns the account to the US Product Sales. Sales administrator John Dunbar reviews and troubleshoots the accounts assigned to this catchall territory.

The application assigns opportunities and qualified leads using the address information from the account and the product in each opportunity. For forecasting purposes, each opportunity line is assigned individually to territories and the territory owner gets to forecast only that line, but the territory owner gains edit access to the whole opportunity and the territory is listed on the opportunity Sales Team tab:

  • An opportunity for green servers in an Alaska account, gets assigned to the West Servers prime territory and to the Green Servers overlay territory.

  • An opportunity for laptops in the same Alaska account, gets assigned to the West Laptops prime territory only.

  • An opportunity for both green servers and laptops in the same Alaska account, gets assigned the West Laptops, West Servers prime territories and the Green Servers overlay territory. All three territory owners gain edit access to the opportunity and the territories show up in the opportunity Sales Team tab. Although each territory member gains access to the opportunity as a whole, the forecasts for each of the prime territories include only their specific products.

  • If an opportunity for the Alaska account includes a product not included in any of the territory coverages, then the application assigns the West territory.

Enable Sales Territory Dimensions

You must enable the sales territory dimensions that you plan to use for your sales territories. Make sure you complete any prerequisites for the dimension you want to use. For example, if you want to enable the product dimension, then you must first create the sales catalog and you must run the Refresh Denormalized Product Catalog Table for BI process.

  1. Open the task Enable Dimensions and Metrics from the Setup and Maintenance work area:

    • Offering: Sales

    • Functional Area: Territories

    • Task: Enable Dimensions and Metrics

  2. On the Enable Dimensions and Metrics page, click Edit.

  3. In the Dimensions region, click Select and Add.

  4. Select the dimensions that you want to use and click OK.

    Vision Corporation adds Address and Product.

    Note: If you add the Address dimension, the application displays a warning that you can't use territory metrics. Click Yes because you don't need these features.

    Here's a screenshot of the Edit: Enable Dimensions and Metrics page highlighting the location of the Select and Add button (callout 1) and the Address Attributes (callout 2) section where you select the address elements you want to use in territory setup.

    Screenshot of the Edit: Enable Dimensions and Metrics
page highlighting the location of the Select and Add button and the
address dimension attributes.
  5. If you added the Address dimension, select the address elements you want to use to set up your territories, such as state, city, or postal code. Our simple Vision Corp. example uses state only.

  6. From the Actions menu at the page level, select Load and Activate.

    Your selection runs a process that loads the required dimension data. This is a one-time action unless you make changes in the territory dimensions after running the process. If you do make changes later, if you add dimensions or decide to change the industry classification for accounts, for example, then you must load and activate again.

You can select Refresh Status from the Actions menu at the page level to monitor the process progress. When the process completes successfully, you can start defining territories in the application.

Create the Sales Territory Hierarchy

Create a Territory Proposal

Here's how to create a territory proposal. A territory proposal is the sandbox where you create the sales territory hierarchy.

  1. Navigate to the Territories work area.

  2. On the Active Territories page, click Manage Proposals.

  3. In the Manage Territory Proposals page, Current Territory Proposals region, click Create (the plus sign icon).

  4. The Create Territory Proposal window, enter a name for the proposal.

  5. Leave the Activation Date field blank. You want the proposal to be activated immediately after you build your territories.

  6. Click Save and View.

Your territory proposal opens and you can start building your territory hierarchy.

Create the Sales Territory Hierarchy

With your territory proposal open, create the sales territory hierarchy starting with the top territory. For each territory you create, enter the name of the salesperson or manager who owns the territory, and the values for the dimensions that form the territory boundaries. When you create child territories, the application automatically copies all the dimension values from the parent territories to speed up entry.

Create the Overall Catchall as the Top of the Hierarchy

Here's how to create the territory at the top of the sales territory hierarchy as the overall catchall territory. The top territory is usually owned by a senior manager or executive. Because you don't want executives troubleshooting territory assignment, you must add a second resource to do the troubleshooting.

  1. In the Territories region of your territory proposal, click Create.

  2. On the Create Territory page, enter the territory name, for example, US Product Sales.

  3. Enter the resource who is the owner of the top territory, most likely the VP of Sales:

    1. From the Owner list, select Search.

    2. Search for the resource name using any of the criteria.

    3. Select the name and click OK.

    The owner is now listed on the Territory Team tab in the Additional Information section at the bottom of the Create Territory page.

  4. From the Type list, select Prime.

  5. From the Enable Forecasting list, select Prime only. This setting enables the territory to be used for forecasting.

  6. Now add the sales administrator or another resource for troubleshooting any accounts and opportunities that get assigned to the catchall territory.

    1. In the Territory Team tab in the Additional Information region, click Select and Add (the document icon with a plus sign).

    2. Search for the resource using any of the fields.

    3. Select the resource from the search results and click OK.

  7. Click Save and Close.

    Your new territory appears in the Territories table of your proposal.

  8. With the territory selected in the Territories table, click the Coverages tab in the Details region at the bottom of the page.

    Screen capture of the Territory Proposal page showing
coverage details for the catchall territory.

    The Address Coverage section (callout 1 in the screenshot) lists the address elements you enabled for territories, all with the value of Any. The Dimensional Coverage section (callout 2), includes all of the other dimensions you are using, also with the value of Any for each. A setting of Any is what you want for your overall catchall territory.

    Note: If the Coverages tab is blank, then your territory configuration is incomplete. Navigate to Scheduled Processes and check to see whether the Synchronize Stage Environment process completed successfully. See the topic Enable Territory Dimensions for more information.

    You're now ready to add the rest of the territory hierarchy.

Add the Rest of the Hierarchy

With the territory proposal open, add the rest of the sales territory hierarchy from the top down. Here's how to add a territory:

  1. Select the parent territory in the Territories table.

  2. Click Create Child of Selected Territory (the plus sign icon).

  3. On the Create Territory page, enter the territory name.

  4. Enter the owner for the territory.

  5. Select the territory type, either Prime or Overlay depending on the territory you're creating.

  6. From the Enable Forecasting list, select Prime only for territories involved in forecasts. For overlay territories, select Disabled. The setting of Disabled removes the territory from forecasting.

  7. Click Save and Close.

    You're returned to the Territory Proposal page. You're now ready to enter the values for the different territory dimensions.

  8. If you're creating a territory with no coverage, then select the territory in the Territories table and do the following:

    1. In the Coverages tab, select a row showing coverage values.

    2. From the Actions menu, select Remove all.

      Here's a screenshot of the Coverages tab. Callout 1 highlights the location of the Actions menu.

      The Coverages tab highlighting the location Actions
menu and the Edit icon

      The coverage now shows a No data to display message.

  9. If you're creating a territory with coverage, then select the territory in the Territories table, and enter the values for the dimensions:

    1. For the address dimension, do the following:

      1. In the Address Coverage section, select any row and click Edit (the pencil icon, callout 2 in the screenshot).

        Your action opens up a separate window to enter all of the address values for the territory.

      2. In the separate Address Coverage window, click Add and enter the values for each address element. Add as many rows as you need to cover all the possible address values in your data:

        • With the exception of the Postal Code field, the application matches your entries exactly, but the matches are not case-sensitive. If your data includes a variation of spellings, then you must add rows for them all. For example, if your data includes CA, California, and Ca., then you must include a row for each spelling variation to assure correct assignment.

          Here's a screenshot of the Address Coverage window with a row for each of the different states in a western US territory.

          Screenshot of the Address Coverage window with
CA, WA, OR, CO, HI, MT, NV entries for states and Any for postal codes.
        • If you are creating territories using postal codes, such as US ZIP codes, you can enter ranges of values and use the percent sign (%) to indicate partial matches.

    2. Here's how to enter values for the other dimensions in the Dimensional Coverage section:

      1. In the Dimensional Coverage section, click Edit.

      2. Select the dimension from the Dimensions list.

        The Edit Coverage window shows a list of available values in the left Available Dimension Members pane.

      3. Move the values you want to use for the territory to the Selected Dimension Members pane on the right.

        Tip: If the Product dimension shows the wrong products, go to the Scheduled Processes work area and run the Refresh Denormalized Product Catalog Table for BI process. The wrong products may show up if you changed the root of your sales catalog.
      4. Click Save and Close.

        You're returned to the Territory Proposal page.

After you complete adding territories and specifying coverages, you're ready to activate your territory proposal.

Activate the Territory Proposal

You can activate your territory proposal right away after you complete building your territory hierarchy. Just click Activate while still editing the territory proposal. If you didn't, no worries. You can activate the proposal from the Manage Territory Proposals page. Here's how:

  1. Navigate to the Territories work area.

  2. Click the Manage Territory Proposals link.

  3. If the proposal you want to activate doesn't appear on the Manage Territory Proposals page, in the Current Territory Proposals table, select All Proposals from the Proposals list.

  4. Select the proposal and click Activate.

    The application displays the proposal in the Completed Territory Proposals region. You can refresh the page to display the most recent status and navigate to the Territories page to view the territories after they are active.

Create a Territory with No Coverage

Sometimes you need to create a territory to group other territories for forecasting or you want to forecast accounts that are included in a territory by name. In these cases, you don't want any accounts or opportunities assigned to the territory. You can create territories that are skipped by the assignment process by deleting the coverage across all territory dimensions. You can only delete coverage while you're in a territory proposal and you must delete coverage across all the dimensions in a territory. You can't delete coverage for individual dimensions.

Here's how to create a territory with no coverage:

  1. In the territory proposal, Territories region, select the territory you want to turn into a territory with no coverage. Make sure it's added to the proposal.

    A Yes in the Added to Proposal column indicates that the territory is in the proposal. Here's a screenshot of the Territories region of a sample territory proposal highlighting the column.

    Partial screen capture of a sample territory proposal
with a territory selected. The territory was added to the proposal
as indicated by the Yes appearing in the Added to Proposal column.
  2. In the Details region, select the Coverages tab.

  3. Select the row showing the coverage values in the Dimensional Coverage region on the tab.

    Here's a screenshot of the Territory Proposal window with the Coverages tab. Callout 2 shows the location of the row of values you delete to create a territory with no coverage. Callout 1 indicates the location of the Delete icon.

    Partial screen capture Territory Proposal window
showing the Coverages tab
  4. Click Delete.

    The application warns you that your action will remove all data in the table.

  5. Click Yes in the warning.

    The entire row is deleted.

  6. Save.

Enable Automatic Assignment of Imported Accounts

Enable automatic sales territory assignment of accounts you import by setting the following system profile options to Yes. Setting the profiles to Yes, runs the Request Account Assignment process after import. By default, you must run the process manually to assign accounts.

System Profile Option Name Description

Sales Account Automatic Assignment on Import Enabled (ZCA_BATCH_ASSIGN_ON_BULK_IMPORT)

Enable automatic sales territory assignment after you import accounts.

Sales Account Automatic Assignment on Create Enabled (ZCA_SA_AUTO_ASSIGN_ON_CREATE)

Enable automatic sales territory assignment of new accounts after you import accounts.

Sales Account Automatic Assignment on Update Enabled (ZCA_SA_AUTO_ASSIGN_ON_UPDATE)

Enable automatic sales territory assignment whenever accounts are updated when you import.

  1. In Setup and Maintenance, go to the Manage Administrator Profile Values task:

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Task: Manage Administrator Profile Values

  2. Search for each of the profile options.

  3. Set the Profile Value to Yes.

  4. Click Save and Close.

Make Opportunity Assignment Automatic

You can make the assignment of opportunities automatic by setting the system profile option Assignment Submission at Save Enabled. By default, sales users must assign opportunities manually when they edit each opportunity.

  1. In Setup and Maintenance, go to the Manage Opportunity Profile Options task:

    • Offering: Sales

    • Functional Area: Opportunities

    • Task: Manage Opportunity Profile Options

  2. In the Manage Opportunity Profile Options page, search for the profile option by entering Assignment Submission at Save Enabled in the Profile Display Name field.

  3. In the MOO-OPTY_ENABLE_AUTO_ASGN: Profile Values region, select Yes from the Profile Value list.

  4. Click Save and Close.

Run Assignment Processes

Run the Account Assignment Process

You must run the Request Account Assignment process to assign territories to accounts each time you activate a territory proposal. You must also schedule this process to run regularly to ensure that all territories are assigned properly.

  1. Click Navigator > Tools > Scheduled Processes.

  2. On the Overview page, click Schedule New Process.

  3. In the Schedule New Process window, enter Request Account Assignment in the Name field and press Return.

  4. Select the process and click OK.

  5. On the Process Details page, make these entries to assign all records:

    Field Entry

    Work Object

    Account

    Candidate Object

    Account Territory

    Assignment Mode

    Territory

    View Criteria Name

    AllSalesAccountsVC.

    Note: You can run the assignment process on a subset of records by entering different parameters in the View Criteria Name and View Criteria Bind Values fields.
  6. The first time you run the process click Submit to run it immediately.

  7. You must also set up the process to run regularly, perhaps once a day:

    1. Click Advanced.

    2. Click the Schedule tab.

    3. Select the Using a schedule option.

      Here's a screenshot of the Process Details page with the Schedule tab and the Using a Schedule option selected.

      Process Details Schedule tab
    4. Select the frequency and start date.

    5. Enter an end date far in the future.

    6. Click Submit.

  8. Depending on your settings, your process runs immediately or at the intervals you specified. You can monitor its progress by searching for the process by name on the Overview page.

Run the Opportunity Assignment Process

You must run the Revenue Territory Territory Based Assignment process to assign territories to opportunities after you activate a territory proposal. You must also schedule this process to run daily to ensure that all territories are assigned properly.

  1. Click Navigator > Tools > Scheduled Processes.

  2. In the Scheduled Processes page, click Schedule New Process.

  3. In the Schedule New Process dialog, Name field, click Search: Name icon (down arrow) and select the Search link at the bottom of the list.

  4. In the Search and Select dialog, enter the process name Revenue Territory, and click Search. You can search by a partial name, but note that the search is case-sensitive.

  5. Select the process name in the results and click OK.

  6. Click OK again, if required.

  7. Enter these process parameters:

    Field Entry

    View Criteria Name

    Enter OpenOpportunitiesByCreationDate.

    View Criteria Bind Values

    You can have the option of assigning territories to those open opportunities created since a certain date or those created for a range of dates:

    • For a specific date, enter BindOptyCreationDateFrom=YYYY-MM-DD where YYYY-MM-DD is the date you started implementing the application. For example, BindOptyCreationDateFrom=2014-01-01 assigns all open opportunities created since January 1, 2014.

    • To use a date range, enter BindOptyCreationDateFrom=<date>, BindOptyCreationDateTo=<date>. Note that the From and To values are separated by a comma.

    Note: You can find information about additional process parameters in the Implementing Sales guide.
  8. You must also run this same process periodically to assign new opportunities

    1. Click Advanced.

    2. Select the Schedule tab.

    3. Select the Using a schedule option.

    4. Select the frequency and start date.

  9. Click Submit.

  10. Unless you specified a schedule, your process runs immediately. You can monitor its progress by searching for the process by name on the Overview page.