Territories

Reserved for Administrators and CRM administrators. Menu: CRM › CRM administration › Territories (address: /crm/admin/territories).

A territory groups accounts by a sales split: a geographic area, an industry, a company size, or any other criterion. Territories form a tree (for example Europe › France › Île-de-France).

What a territory grants

• The members of a territory see its accounts. Depending on the territory setting, they can also edit them, and see or edit their opportunities.
• A territory Manager (the role given in the Members card, not to be confused with a line manager) also sees everything the sub-territories cover.
• A line manager sees what the people in their team see: their reports' territories are open to them too.
• This access adds to what security roles grant; it never takes anything away. It does not allow deleting, reassigning, exporting or sharing: those actions stay with the role.
• An inactive territory opens nothing anymore, nor its sub-territories for its Managers.

Creating a territory

In the list, New territory: name, optional code and parent territory. The territory page then opens.

Settings on the page:

• Access to accounts: read, or read and edit.
• Access to opportunities: none, read, or read and edit.
• Assign the territory's leads and Lead recipient: see below.
• Order: display order among territories at the same level.

Rules

An account enters the territory when it matches all its rules. Each rule compares one account field:

Case, accents and spaces are ignored. Separate several values with commas. Numbers use a dot, without thousands separators. An account with no value for a rule's field never matches it, not even "is none of the values". A date or reference custom field cannot be used in a rule; a number field is compared with "at least" or "at most".

A territory without rules only holds accounts assigned by hand.

Preview accounts shows, without saving anything, how many accounts match the rules entered and the first of them.

After saving, account placement is recalculated automatically within five minutes. The Recalculate now button in the list does it right away. An account whose address, industry or size changes is placed again the same way.

Assigning an account by hand

On the territory page, Accounts card: search for the account, then Assign.

An account can only be assigned to an active territory. A manual assignment takes priority: the account immediately leaves the territories where only rules had placed it, and rules no longer move it. The cross next to a "Manual" account removes the assignment; rules then place it again immediately.

Members

Members card: pick a person and their role, Member or Manager. Change the role directly in the list.

Lead assignment

When a lead is captured, territories come before the lead assignment rules:

1. Active territories with lead assignment turned on whose rules the lead matches are looked up (country, postal code, city, industry, headcount).
2. The deepest one in the tree wins, then the display order.
3. The lead goes to the territory's lead recipient, otherwise to its first Manager, otherwise to its first member.

A rule on the region or on an account custom field does not catch any lead: a lead does not carry that information.

Reassignment log

Reassignment log (from the list, or Full log from the page): every account entering or leaving, with its source (rule or manual), its reason (rules changed, account changed, manual assignment, recalculation requested, territory deleted), the date and the author.

On an account page

The Territories card of the account page shows the account's territories, with their path in the tree. It does not appear while no territory exists.

What sales reps and managers see

Neither sales reps nor managers open this screen: they see the effect of territories in their daily work.

• Accounts and opportunities: a member finds the accounts of their territories in the CRM, on top of those their roles open to them. They can edit them if the territory grants read and edit. They also see their opportunities, or edit them, according to the territory's Access to opportunities.
• Nothing else: the territory opens neither the contacts, nor the quotes, nor the orders, nor the activities of these accounts, which follow the roles. Deleting, reassigning, exporting and sharing also stay with the role.
• Territory Manager and line manager: a territory Manager also sees the accounts of its active sub-territories. A line manager who has at least one CRM role sees the territories of the people they manage, just as they already see what those people see; functional reports only count if one of their roles has Also include functional reports.
• Account page: the Territories card shows the path of each of the account's territories (for example Europe › France › Île-de-France). The My CRM access page does not list territories.
• Leads: a lead assigned by a territory (see Lead assignment above) gets the follow-up deadline of the general setting. Past the deadline, its owner is alerted, but the lead is not reassigned automatically: only a lead assignment rule provides for that.
• Timing: becoming a member or Manager of a territory, or ceasing to be one, takes effect at once; so does a manual assignment. An account placed by the rules, or whose address, industry or size changes, enters or leaves the territory at the next recalculation, within five minutes; Recalculate now does it right away.

Deleting a territory

A territory with sub-territories cannot be deleted: move or delete them first. On deletion, its accounts leave it (logged), and those assigned there only by hand are placed by rules again.