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You can define one or more service areas for resources. A service area is an area for which the resource is responsible.

Prerequisites

By default, service areas are defined as the combination of postal code(s) and country. Depending on your implementation requirements, you can define different attributes for service areas, such as region, state, or county. You specify service areas in Customizing for Customer Relationship Management, by choosing   Workforce Deployment   WFD Server   Business Settings for WFD Server   Resource Settings   Define Service Areas  .

In Customizing for Customer Relationship Management, you can define how the system retrieves the service area for resources to meet service order demands, by choosing   Workforce Deployment   Service Resource Planning   Service Order Based Demands  , and executing the following Customizing activities:

  • Define Location of Service to be Performed

  • Business Add-In: Derive Service Area

Features

You can set resources to be responsible for one or multiple service areas, and assign one or more resources to one service area.

You do not assign demands to service areas. The service area to which a demand belongs is determined at runtime, using the BAdI Derive Service Area; you can find this BAdI in Customizing for Customer Relationship Management, by choosing   Workforce Deployment   Service Resource Planning   Service Order Based Demands   Business Add-In: Derive Service Area  .

You can allocate service areas on a time basis.

You can assign responsibility for a Primary Service Area and an Alternative Service Area, to resources. The system then knows which resources are available for scheduling in different service areas, based on how the various service areas are created.