Re-assign Activity to Account Owner
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Monday, April 11, 2011 6:17 PM
Hi guys,
Is there a way to create a workflow to re-assign an activity record to the owner of the account. The activity records regarding contains a campaign activity so I cant use the regarding.
Thanks in advance
All Replies
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Monday, April 11, 2011 8:30 PMWHo owns the campaign activity?
Patrick Kitchell MS Business Professional CRM Manager -
Monday, April 11, 2011 8:36 PM
WHo owns the campaign activity?
Patrick Kitchell MS Business Professional CRM ManagerHi,
The activities are currently owned by another user named on the account. In our scenario we have a telemarketing team that we assign the calls to, if the telemarketer leaves the business we need to re-assign to the account owner or ideally another telemarketer we put on the account.
There just doesnt seem to be an easy way to do this. What I suppose I am looking for is the ability to assign the call to the account owner, a bit like when you distribute a campaign activity.
Hope that makes sense
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Monday, April 11, 2011 8:55 PMFirst, If a person leaves then you will remove their role and disable the user. While in this process then you can assign all their activities to another user. I have also set up bulk campaign activities for a telemarketing group and I created a queue called phone calls. Assigned all the campaign activity phone calls to that queue and then the user would go and grab calls out of the queue or re assign them back for some reason. Have you tought about that?
Patrick Kitchell MS Business Professional CRM Manager -
Tuesday, April 12, 2011 9:02 AM
First, If a person leaves then you will remove their role and disable the user. While in this process then you can assign all their activities to another user. I have also set up bulk campaign activities for a telemarketing group and I created a queue called phone calls. Assigned all the campaign activity phone calls to that queue and then the user would go and grab calls out of the queue or re assign them back for some reason. Have you tought about that?
Patrick Kitchell MS Business Professional CRM Manager
Hi Patrick,The scenario usually involves the call being re-assigned around the telemarketing team due to work loads, not necessarily someone leaving.
I have toyed with the idea of queues but getting users to take the calls out of their isnt really working, need it done for them...typical users
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Tuesday, April 12, 2011 11:15 AM
Hello,
yes queue management is not very fun especially if they take to many, etc.
I am curious about you are defining work loads that will allow for these phone calls to be shifted? Are you counting phone calls to a "team" and how many phone calls are we speaking about?
It is these types of solutions that are interesting.
Patrick Kitchell MS Business Professional CRM Manager -
Tuesday, April 12, 2011 11:47 AM
Hello,
yes queue management is not very fun especially if they take to many, etc.
I am curious about you are defining work loads that will allow for these phone calls to be shifted? Are you counting phone calls to a "team" and how many phone calls are we speaking about?
It is these types of solutions that are interesting.
Patrick Kitchell MS Business Professional CRM ManagerPatrick,
An example may be that we have sent out 6000 emails, we will then ,load calls for the telemarket to follow up, but the telemarketer isnt the Account Owner, in some cases (for the bigger customers) we dont want a telemarketer to follow up but the Account Owner.
So its a case of both scenarios, some to the telemarketer and some to account owner
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Tuesday, April 12, 2011 6:52 PM
Hi guys,
Is there a way to create a workflow to re-assign an activity record to the owner of the account. The activity records regarding contains a campaign activity so I cant use the regarding.
Thanks in advance
I was testing alittle tonight while thinking about this issue. We have plugin that gets the contacts look up fields and I was able to assign a telephone call on close to the contacts owner. Now if the phone calls are to contacts and the contacts are one by the sales representative then this will solve your problem. You need good data integrity because the phone call is associated to the contact and the contact is associated to the account via parent customers. You wont see the phone call on the account history(if that is needed) if the associations isnt made through the records.patrick
Patrick Kitchell MS Business Professional CRM Manager -
Tuesday, April 12, 2011 7:01 PM
Hi guys,
Is there a way to create a workflow to re-assign an activity record to the owner of the account. The activity records regarding contains a campaign activity so I cant use the regarding.
Thanks in advance
I was testing alittle tonight while thinking about this issue. We have plugin that gets the contacts look up fields and I was able to assign a telephone call on close to the contacts owner. Now if the phone calls are to contacts and the contacts are one by the sales representative then this will solve your problem. You need good data integrity because the phone call is associated to the contact and the contact is associated to the account via parent customers. You wont see the phone call on the account history(if that is needed) if the associations isnt made through the records.patrick
Patrick Kitchell MS Business Professional CRM ManagerHi Patrick,
The call will be assigned to the Account.
I've never written a plug in and wouldn't know where to start. Bit beyond my skills level as Im pretty new to all this and have just done javascript form changes.
Any tips?
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Tuesday, April 12, 2011 7:26 PM
Hey,
I have run dry. The thing is if the purspose of pushing phone call back to the owner(after it is closed) is so that phone call appears under the accounts history then this is already solved as the history of the account will contain all activities where the account is the "customer" like in your case the phone receipent or like opportunity customer or activites from a contact where the parent account = the account.
And as there is no easy ootb way to do this then I ask why are you assigning this back to the account owner?
Patrick
Patrick Kitchell MS Business Professional CRM Manager -
Tuesday, April 12, 2011 8:30 PM
Hey,
I have run dry. The thing is if the purspose of pushing phone call back to the owner(after it is closed) is so that phone call appears under the accounts history then this is already solved as the history of the account will contain all activities where the account is the "customer" like in your case the phone receipent or like opportunity customer or activites from a contact where the parent account = the account.
And as there is no easy ootb way to do this then I ask why are you assigning this back to the account owner?
Patrick
Patrick Kitchell MS Business Professional CRM ManagerPatrick,
The call is still open. The issue is who the owner of the call record is, when we distribute a campaign activity you can set the owner of the call to the account owner or a queue. We have a trigger set up (not designed by me) that says once the call is assigned to the queue change the owner of the call to whoever is the telemarketer on the account, if there is no telemarketer on the account it defaults to a specific user.
What we then want to do is if it defaults to that user we want to change it to the account owner.
I think the best way might be look at this trigger and see if I can change that
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Wednesday, April 13, 2011 7:13 AM
The last thing, I will add to this is that we have on our accounts two things:
a.) FYI: Audit plugin that is free in codeplex that is standard functionality in CRM2011 to track owner changes and other field level changes on accounts, contacts and opportunities. It is great for an audit it SUCKS to use the data in a report or some business intelligence on changes on an opportunity.
b.) we also have on the account a second relationship to the CRM USER called previous owner and when an account is assigned to new person we send a warning to both parties and set the owner as previous owner. that might help?
Finally,
The reason I am interested in what you are asking is I once worked on a solution where we built a telemarketing cockpit with direct integration in Navision from CRM. We would push the phone calls to the queue(which holds the original owner). The telemarketer would open the cockpit that would show their current phone calls available for calling. If there work no phone calls then they would click a button and it would grab 25 calls out of the queue for them. They could close the calls and make orders from the pit, It was very nice tool.
Good Luck,
Let me know what you figure out.
Patrick
Patrick Kitchell MS Business Professional CRM Manager -
Monday, April 16, 2012 10:44 AMYou should do an advanced find to find all the accounts or activities assigned to that user and then assign all those records to another user or maybe create a team so the records can be assigned to a team of users.
Ben Hosking
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