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Assigning to Roles - Account/Case/Opportunity Teams

This feature is available on the Advanced & Unlimited Tiers. Learn more. What are Account, Case and Opportunity teams? Salesforce allows you to assign multiple users to Account, Case, and Opportunity…

Charlie Jenkins
Updated by Charlie Jenkins

This feature is available on the Advanced & Unlimited Tiers. Learn more

What are Account, Case and Opportunity teams?

Salesforce allows you to assign multiple users to Account, Case, and Opportunity records as a team, rather than having just one owner. Each team member can have a specific role, such as Solution Architect or Account Manager. This team-based approach provides more accurate representation of how multiple people collaborate on different aspects of a record.

Distribution Engine can automatically assign users to team roles in two ways: by using Default Teams (available for Account and Opportunity teams) or by assigning users directly to specific roles.

This functionality requires Salesforce team features to be enabled for the respective objects. See Salesforce documentation: Account Teams, Opportunity Teams, Case Teams

Assigning to Default Teams

What are default teams?

Default teams are pre-configured groups of users and roles that each Salesforce user can define for themselves. When a user becomes the owner of an Account or Opportunity record, their default team can be assigned to that record with their designated roles. This saves time by eliminating the need to manually assign team members for each new record. (See Salesforce help for Accounts and Opportunities).

Example: Alice creates a default Account team for herself that includes Bob as the Account Manager, Charlie as the Support Manager, and Danielle as the Executive Sponsor. This team represents the colleagues she typically collaborates with on account-related work.

How do I assign to default teams in Distribution Engine?

When Distribution Engine assigns Account or Opportunity records in orgs with team features enabled, you can select the option "Add default Salesforce team on assignment" on the Distributor Settings page. When this option is enabled, Distribution Engine will automatically assign the new record owner's default team members to their designated roles.

Example continued: When Alice is assigned a record through Distribution Engine with the "Add default Salesforce team on assignment" option enabled, Bob is automatically assigned as Account Manager, Charlie as Support Manager, and Danielle as Executive Sponsor.

Assigning to roles

Overview

Distribution Engine can assign users directly to specific roles within Account, Case, and Opportunity teams, similar to how it assigns record owners. This approach provides more granular control, allowing you to use Distribution Engine's sophisticated routing logic to assign different users to different team roles based on your criteria.

How do I assign to roles in Distribution Engine?

For distributors handling Accounts, Cases, or Opportunities in orgs with the appropriate Salesforce team features enabled, you can select "Salesforce Team Member" as the assignment type under Salesforce Teams on the Distributor Settings page. You will then be able to select the role that this Distributor will assign to, as well as any access level permissions required for the object.

For Accounts, you will be able to define permissions for Account, Case and Opportunity access, and for Opportunities you will be able to define Opportunity level access. There are no access level permissions settings for Cases as they are set when a Case Team Role is created.

In order to assign to multiple roles on an object; you create multiple distributors, each assigning a role within the team.

Limitations

Role assignment is only availble for use with Field Value as the source. This is in order to prevent looping behaviours where Distribution Engine would repeatedly assign the same record.

Object Sync, Assignment Rejection, SLAs, and Active & Criteria Capping are not available for assignments to a role.

How did we do?

Distributor Test Tool

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