Territory management versus the role hierarchy for geographic coverage
Key Takeaway
Use the role hierarchy for single-manager reporting and approvals. Use the territory hierarchy for geographic coverage and matrix reporting. Keep the sales branch of the role hierarchy small instead of copying territories into it.
Salesforce has two hierarchies for structuring record access and data rollups: the role hierarchy and the territory hierarchy. The role hierarchy models management and HR reporting lines, where each person reports to one manager. The territory hierarchy models how sales coverage is actually organized, including matrix setups where someone reports to several managers. When a financial services customer covers several regions, deciding which job each hierarchy does shapes the sharing design, forecasting, and account ownership.
Two hierarchies, two jobs
A role hierarchy represents levels of data access. Managers in a role hierarchy always have access to the same data as their employees, regardless of organization-wide default settings. A role hierarchy doesn't have to match the org chart exactly, because each role should stand for a level of data access that a user or group of users needs.
When you model a role hierarchy, the CEO's direct reports are often split by business unit, such as Sales or Support, or by geographic region, such as EMEA or APAC. Even so, design the role hierarchy around data access needs, and treat HR reporting as a secondary consideration.
The territory hierarchy extends access to records based on which territories users are assigned to. The table shows what each hierarchy fits.
| Role hierarchy | Territory hierarchy | |
|---|---|---|
| Reporting structure it fits | HR-style, where one person reports to only one other person | Matrix, where someone can report to multiple managers |
| Use it for | Management relationships, reporting rollups, approvals, and other hierarchical workflows | Extending access to records based on users' territory assignments |
In both hierarchies, users higher up inherit the same data access as their subordinates for standard objects. For example, if a subordinate has read-only access, the users above them get read-only access too.
The two hierarchies complement each other rather than compete. Used appropriately, they give you two models for reporting, analysis, and segmentation of company information. Enabling Sales Territories doesn't change the role hierarchy, but from then on you must manage both the role hierarchy and the territory hierarchy.