Salesforce Admin ADM-211 – Security and Access : Enterprise Territory Management

1. Enterprise Territory Management – Introduction

Territory management. This is the next concept that we are going to discuss. In the previous videos we understood about the different type of sharing settings that are available to us in Salesforce. Like Owd, role hierarchy, sharing settings and all these. So these techniques basically help us enable us to share records with other users, right? So this concept of territory management also falls under that category. But this is basically a very powerful and efficient tool that we have in Salesforce that enables us to share account records with other users. So, territory management is basically an account sharing system which enables us to grant access to accounts based on some characteristics of the accounts. So this is the overall high level concept of territory management, sharing accounts with other users based on some attributes of the accounts. Perfect.

So now that we have got a pretty decent understanding about the definition of territory management, let’s understand a little more about it. So, territory management, as the name says, what is territory management? It is managing a territory. As simple as that, right? So territory management is nothing but managing a territory. Perfect. So when we say managing a territory, we should understand what exactly a territory means, right? So when we say territory in Salesforce terms, what is a territory? In salesforce? Territory means a group of accounts and users. So a set of accounts and a set of users that group forms a territory. So when we say a set of accounts and set of users, the next question that comes in mind is like which all accounts which are users, right? So that criteria entirely is up to every company. So how they define as territory, some organizations can have territories based on location, that is postal code, some may have based on industry, some may have based on revenue, some may have based on some custom field that is relevant to their business.

So like that, the criteria for segregating these accounts and users is entirely up to every company based on their business and business needs and what makes sense to them. So there is a no defined rule like territory has to be based on this criteria. Salesforce provides a platform and it is up to every organization to define it as per their business. So based on that criteria, every company would create territories and form a territory hierarchy. In fact, to better understand this, we can compare this with a role hierarchy. Role hierarchy is just a structural definition, right? And every company has got its own set of roles and definitions to that and one role is reporting to another role. So there are many subdivisions within that, so that forms a role hierarchy which is different from company to company. Similarly, these territories, they also differ from company to companies and how the territories are defined. And there can be subdivisions within the territories and all these varies from company to company. And that is completely entirely up to the business.

But whatever the criteria be a territory means some set of accounts and some set of users grouped within that, that forms a territory. And we should also note that this concept of territory management is very much effective, particularly for organizations which has a private sharing model in which we may need to grant users access to accounts based on certain criteria that makes sense to the business. Perfect. Moving on. Now, let’s quickly understand some key benefits of territory management. Yeah, the first one, which I just mentioned, it is to expand a private sharing model. The private sharing model we know in which other users do not have access to records. So in those scenarios, like we have territory management which enables us to basically expand our private sharing model. And also this territory management, it very much supports frequently changing organization structures and also while transferring users between territories. So this is another important point that we need to note. So when we say a territory has got accounts and users, it will be like multiple accounts and multiple users. And the other thing is, one account can be in multiple territories, the same account can be assigned to multiple territories. The same goes with users, the same users can be assigned to multiple territories. So that is how it is defined.

And so when a user is assigned to different territories, he can generate multiple forecast for that user based on his territory assignment. So he can generate forecast for every territory that he is assigned to. So that is called as territory based sales reports. So this enterprise territory management gives us all these key benefits. The next is a little different slide. It is about comparing the territory management and the enterprise territory management. So what we are learning now and what we’ll be like discussing in detail in the future sessions, it will be the enterprise territory management. So, enterprise territory management is basically version 2. 0 of territory management. Previously, before Winter 2015, we had a territory management 1. 0 and later on now we have enterprise territory management with a lot better and effective features. So though we’ll be completely understanding and studying about enterprise territory management, this is a quick view of what are all the major differences between them. The first one, as I mentioned, territory management 1. 0 was available prior to winter 15. And then later on a salesforce only has enterprise territory management. In territory management, how it was like in a territory, if an account is assigned and also the opportunity owner is assigned, then automatically the opportunity also gets assigned to the territory.

That is how it was defined. However, in enterprise territory management, we have a much better feature that is called an opportunity territory assignment feature, through which we can control that assignment and the territory management 1. 0, it works with customizable forecasting and the enterprise territory management, it works with collaborative forecasting. So these are some of the key differences between territory management 1. 0 and the enterprise territory management. Cool. Now let’s focus on enterprise territory management. So this is just a very simple sketch that I have put it for you. Similar to role hierarchy wherein we have roles and then we have other sub roles reporting to those roles. This is a territory hierarchy and there are some key terms that we need to understand while we do this. Enterprise territory management.

So the first one that we need to understand is the territory model. Territory model, it represents the complete territory management system for the organization. So when we say that like it represents the complete territory management system, it includes the territory hierarchy that we see here and also the list view of the parent territories, child territories, everything. So the entire territory management system that is called as a territory model. So now it’s just like we can guess. So in short, an organization can have only one active territory model. However, there are different states in which a territory model can be. When we create a territory model, basically it is in the planning state and then later on basically in the draft mode we can see and later on when we are done creating our territories, the hierarchy is fine and review everything is fine. When we are ready to enable it, then we can activate a territory model. Then it comes in the active stage.

The third stage is the archived stage. This is the state of a model after we archive it and all the processing has completed. So one thing that we need to have in mind is one organization can have only one active territory model at a time. The other territory models, if you have it, should either be in the planning state or it should be in the archived state. So territory model, it represents the complete territory management system. So the next term that we are going to understand is territory hierarchy. So territory hierarchy, basically it is not any component assets that we create like territory model or territories. Territory hierarchy is basically the alignment of territories, how the territories are structured. So that defines the territory hierarchy. Perfect. So now we know what’s a territory model and what’s a territory hierarchy. The next term that we will understand is territory. So territory we already discussed, we know it is a group of accounts and users based on some criteria. So maybe in this scenario we can very easily say that the criteria is based on the location, right? So their parent territories are EMEA, APAC and ANZ and they have a child territories within them. So here the criteria is location. However, the criteria is very vast depending on the organization, every company can have their own criteria for segregating these accounts and users.

So territory is basically the group of accounts and users. But when we create a territory we are basically we have to give two attributes for the territory. One is a territory type and the other is a territory type priority. So every territory that we create has to fall under a territory type. So what is the territory type? Territory types basically help us to manage our territories by some key significant characteristics to our organization. Like basically these territory types are used for creating territories and organizing territories where it has only that significance. For grouping territories, maybe like we can have direct accounts or partner accounts or customer accounts. So these are the territory types. So every territory that we create should have a territory type.

So that is called a territory type, basically used for organizing the territories and the territory type priority. So territory type priority means by default, actually there are no priorities defined. So we can create our own priority system. Say for example, we can say the customer territories, they have a priority one, the partner territories, they have a priority two. So that is also completely, entirely up to the organization, how they have their own territory management system and how they want the priorities to be defined. So these are some of the key terms that we need to understand before we go ahead. Enable territory management and create territories in our so we need to know about territory model, territory hierarchy, what is a territory, territory type and territory type priority. So now that we have a good understanding about these terms and territory management, in the upcoming sessions, we’ll enable territory management, we’ll see how we create components, how we create this territory hierarchy, and how we use that in salesforce.

2. Enabling Enterprise Territory Management

In the previous session, we understood about enterprise territory management, the overall concept of enterprise territory management, where it applies, how it applies. Basically, we know that we use it for maintaining the managing and maintaining our sales territories in salesforce. And also we understood about some key terms involved in it. Now, in this session and in the forthcoming sessions, let’s configure our territory management. So, for configuring this territory management, we’ll start with enabling the feature. First and foremost step is to enable the feature of enterprise territory management in salesforce. Then once we enable, we’ll be building our territory model. So, building our territory model involves first like creating a territory model using a territory type and also defining a territory type priority. And then we’ll be creating territories and then a territory hierarchy.

So, territory hierarchy is basically the structure with a parent hierarchy, a parent territory, child territories, sibling territories. So all those territories we’ll be creating, we’ll be creating that structure which forms a territory hierarchy. And once that is done, we’ll also be understanding and creating some account assignment rules. Basically rules which are used to automatically assign accounts to territories. We’ll also understand about how do we assign users to territories and then how do we collaborate them using chatter. And finally, once the entire setup is done, we’ll be activating our territory model. And on top of it, we’ll also understand about the Opportunity territory assignment filter. So these are all the various segments that we’ll be learning for configuring the enterprise territory management. So, as step one, now let’s understand how do we enable enterprise territory management.

So, before we jump into our salesforce. org and enable that, have one thing in mind. It is available only for organizations created after Winter 15 release. For organizations created before that, this feature will not be available and you need to contact the salesforce support to have it enabled. And also we know that enterprise territory management works with collaborative forecasting. So if your organization has got customizable forecasting, then enterprise territory management cannot be enabled. All right, perfect. So now let’s go to our salesforce. org and enable enterprise territory management feature. So, this is our salesforce developer. org. Look for territories. You’ll see options like manage territories and you’ll see settings below that go for settings. So this is what you have.

So for enabling enterprise territory management, hit this button. And also yeah, please do read this. Once you hit that button, then you have the settings. And in the settings what you see, you see the default access levels and you see the Opportunity territory assignment. All right, so what is this? We know that territory is basically a group of accounts and users, right? So the users in the territory will have at least read access to the accounts. So this is something we already know. And now you see here opportunity and cases. So territory is a concept that is directly linked with accounts because it is an account sharing system. On top of accounts, territories also provide access to those standard objects that are related to accounts in a master detailed relationship. So I repeat, please have this in mind. It also impacts the access to records of standard objects related to accounts in a master detail relationship. So that is the reason we have Opportunity here, but not leads. All right? So the users in the territory will automatically have at least read access to Accounts and also access to the related opportunities and cases.

And here we define the default access level. However, this doesn’t apply to all the territories because you can set the access level separately for different territories later on. But this is just the default. All right? So that is why Accounts, Opportunities and Cases are listed here. And as you can see, users in the territories can have a view access. All right? There is no option of having no access but here for Opportunities and Cases, we have no access. But that option is not here in Accounts because the users will have at least read access to all the accounts. So it is up to the business to decide whether they’ll have View or View and Edit. View, edit, transfer, delete. Similarly, for Opportunity, also no access, view and View and Edit for cases. All right? So depending upon the business, we’ll be setting this up and the users in the territory will have access based on the setup.

Again, this is only the default access level, which can be modified at a territory level later on. Perfect. Now. Next comes the opportunity. Territory assignment. This feature of Opportunity Territory Assignment is basically used for assigning opportunities to territories, and for that it runs in Apex class behind that. So for this for enabling this feature, what we need to do is we need to create that Apex class with that logic and then assign that Apex class here and enable the feature here. We also have an option wherein we can select this by selecting it automatically. When opportunities are created, this filter based Opportunity Territory Assignment job will run. So let’s not enable it for the time being. And once we are done with the other settings, hit the Save button. Perfect. Your settings have been successfully saved. So now that we have successfully enabled enterprise territory management, now that we have enabled it, let’s move on and understand how to build the territory model.

3. Building a Territory Model

Now that we have enabled enterprise territory model management, now what we are going to do is we are going to build a territory model. So as you can see in the sequence, first we have enabled enterprise territory management feature in our salesforce. org. And now the second step that is building a territory model. So a territory model as we know it is basically it organizes the elements of the organization’s territory management in one place. So when we say like all the elements of the organization’s territory management, it includes territory hierarchy, your account assignment rules, your user assignments, everything. So everything comprises a territory model. So the first step in building a territory model is to create a territory type. And then when we are done creating territory types, we’ll use that territory type for creating territories and thereby will form a territory hierarchy. Perfect. So now what we are going to do is go to salesforce. org. Let’s create territory types.

Previously, before enabling territory management, if you remember we had only these two options, that is managed territories and settings. Now that we have enabled it, we have other options as well. So first, let’s create territory types. As such, there are no territory types defined. Let’s create one. This territory type is completely dependent on the business requirements, how the business model is defined. So we can categorize our accounts as something like Direct Accounts or Partner Accounts or Customer Accounts or based on selling high selling accounts like however, the business model is and every territory that we create needs to have a territory type assigned to it. So here in this scenario, let’s have as Customer Accounts and Partner Accounts.

So fill in the details. I’ve given the label as customer accounts. Give a meaningful description to that and the priority priority already, like we understood, it is basically defining the priority of the territory type. All right? So there is no predefined specification of how the priority should be. So maybe one can say that it is the highest priority and maybe two the next level. Three is the next level like that. Again, it is up to the business how they want to use this priority feature. So our first territory type is created Save. Perfect. So now we have created our first territory type. Let me also create another type. Let’s do a partner accounts. Once you have filled in the details, give a meaningful description. Just don’t give partner accounts. Also give specifically mentioned like what they are. And here I have given the priority as two. So our second territory type is also defined. So as such, we have two territory types in our system.

Perfect. This is our very first type in building our territory model, that is creating the territory types, we have two territory types defined with their priority also defined. So we have two territory types customer Accounts and Partner Accounts. So, now that we have created our territory types and defined our territory types priority. Now let’s go ahead and create our territory model for creating our territory model. Go for territory model. As you can see, there are no territory model assets defined in the system. So territory model as we know it basically groups all the components within that the territories, the rules, everything. So in this scenario, let’s consider this as an example and let’s try to replicate this territory model. The territory model here is a Global sales and very much in business scenarios like it is often appended with a company name, say like ABC Global Sales like that. And once we are done with the territory model, let’s move to the territories.

So let’s unnamed our territory model as ABC global sales. Hit the new button. Fill in the details here, as you can see, I have filled in the details and I’ve also added the company name with the territory model which is a very common thing that we do in real time and also give a meaningful description. Do note the state of the territory model we already discussed. There are three states in a territory model planning, active, archived. So whenever we create a territory model, it automatically falls in the planning state. And once we are done with the entire setup, finally we have to activate a territory model. At that time the state will show us active. And also do remember that at a single point of time, only one territory model can be in the active state.

All the other models should either be in the planning state or in the architect state. So we have created a territory model save perfect. So our territory model is created. Yes, this is our territory model. Now if you click on view hierarchy you will be able to see this empty structure out here, right? Just the model is created, meaning just the outer structure is created with nothing inside. That all right. We haven’t created any territories, we haven’t created any rules.

There are no components. Basically in that territory model. We have just created that outer structure and we are it to create all our components within that. So till now, what we have done, we have enabled the feature and then we have created territory types defined with the territory type a priority. And then we have created our territory model also the structure. Also in the forthcoming sessions, what we’ve doing is we’ll be creating territories, we’ll be creating the assignment tools and we’ll be finally activating our territory management.

4. Creating Territory and Territory Hierarchy

As the next step in building the territory model. We are now going to create territories and thereby form the territory hierarchy. As you can see, we have already enabled the territory management feature and we have also built a territory model. Basically, we have created the territory model and now we are going to create territory and thereby will form a territory hierarchy. So for creating territories, go to the territory model we already created. You can see we created a territory model. ABC global sales go for view hierarchy. You can see there are no territories defined out here, right? It is just the model that is existing and the model is in the planning state. So in that territory model, we have that option of creating territories. So click the button create territory which will take us to a page for creating the territory. So, for creating territories, as we already mentioned, it totally depends on the business. How they want to define their territory, how they basically want to segregate the accounts and users and classify them as a particular territory.

So only the values, only the data that will change from company to company. But the concept as such is the same. Every company has got a criteria in which their territory is defined, maybe by location, by industry or other custom fields. So we have considered this as for example, we have already created a model called as Global Sales. Now let’s create territories within that. So, as you can see, these are the parent territories and these are the child territories. For the parent territories are EMEA, APAC and ANZ. The child territories are these countries. So UK is basically the child of EMEA, Netherlands, Belgium, so they are called as child territories and UK and Netherlands, they are called as sibling territories. Make sense, right? Yeah, but these are the terminologies that we use, so I just wanted to mention perfect. So what is our step one? Our step one is to create this parent territory EMEA. Fill in the details here, I’ve given the description also the same, but please give a meaningful description. And as you can see, the territory type is a mandatory fade for creating a territory. That is the reason we already created territory types. Now choose which territory type this particular ping falls occurred.

Choose customer accounts or partner accounts. Choose a territory type that best suits this territory. So once all the details are done, now we have to choose the access levels. If you remember, initially, while setting up the enterprise territory management feature, we set up the default access levels. So those are just default. However, I mentioned that in each territory we’ll be able to set up the access levels. And here is how you do that. So, for every territory you create, you can set up the access levels differently. All right?

So here also you can set it up based on the business needs. We can set it up to view, view and edit, view, edit, transfer, delete as per the requirements. Once done, hit the save button. Perfect. Our first territory is created, that is EMEA that is created. So if you now see our territory hierarchy, we have our first territory created. So if we take a look at our territory hierarchy, we have the territory model global sales. We have created our first territory that is EMEA. Now we can like the way we want it. We can create all the parent territory first and then the child, or maybe all the child here of a particular parent and then continue with the next parent however we want it to be. So if we want to create UK, which is a child of EMEA, then we go ahead and click on this create territory which will basically create a territory within EMEA, meaning which will basically create a child territory of EMEA. But if we want to create another parent territory that is APAC, then we create it under the territory model. All right. So it is very significant that we know all this information.

So now let’s go ahead and create a child territory similar way we created before. Fill in the details, choose the territory type, choose the access levels, save again, go back to the territory hierarchy. Expand this, you should be able to see the UK territory. So basically UK territory is a child territory of EMEA and if you further expand this, basically UK does not have any child. So as such we do not see anything. Now if you want to create a pack, click the create territory under the territory model and create a pack. Once you are done with the details, click the save button again, go back to the territory. You should be able to see that. So APAC and EMEA has created. Now let me also create a third one that’s ANZ.

Once you are done filling the details, save, go back to the territory hierarchy. All right. So all our parent territories are created and we have created the child territories only for EMEA in a similar fashion, also create all the child territories for the other parent territories as well. Now, based on our territory hierarchy, the sample territory hierarchy that we have defined, I have created all the parent territories and the child territories. So well, this actually forms the territory hierarchy, right? We have created territories and all the territories how they are aligned. So this basically forms our territory hierarchy. Here we have options to collapse to expand. Here we also have options of different views. This is basically the tree view. You can also change it to a sorted list view which gives different view of the territories. So this is how we create territories and build our territory hierarchy.