• Service Teams: The Service Team includes details of technicians, equipment, products in which the team specializes, the expertise of the team, typical service delivery costs as well as geographies covered by the team. Work orders are queued to a service team and assigned to technicians. At the time of assignment, all the above parameters can be considered by the support center engineer(s) to select the most suitable team that can address the customer problem. For more information, see Service Teams.

• Service Territories: The Service Territory, also referred to as Territory, is used in ServiceMax to align one or more Service Teams and technicians to a logical grouping based on geographical dimensions such as postal code, city, country, and/or virtual dimensions such as product and industry. Territory management is crucial to achieve work load balancing, and to reach optimum levels of service resource utilization. ServiceMax provides an interactive tree-based hierarchical system to manage service territories along with the scope of coverage for each territory. Once territory hierarchy is defined, technicians can be associated with the appropriate territories. For more information, see Service Territories.

• Skills: The Skill record defines the expertise required during service delivery. For example, a Computer Telephone Integration (CTI) product company may define Network Assessment, CISCO router setup as various skills. Skill definition is used in service team definition and can be used when assigning a Work Order to a service team or technician considering their skill levels. For more information, see Skills.