Set up account teams

Account teams are made up of employees who fulfill specific jobs or roles for a particular account.

The system administrator creates the roles, or responsibility definitions, for the tasks or functions needed to support customer accounts. Two types of roles can be created: one for a user and one for a contact. Once the roles are created, the customer service manager can use these roles to do the following:
  • Build an account team by selecting an account and then selecting roles and assigning them to employees.
  • Add contact relationships to an account by selecting an account and then selecting roles and assigning them to contacts.

Once the roles are created, the customer service manager can build an account team by selecting roles and assigning them to employees for that specific account.

Create a responsibility definition

Define a role or responsibility needed to support an account.

Before you begin

Role required: admin

Procedure

  1. Navigate to Customer Service > Administration > Responsibility Definitions.
  2. Click New.
  3. Fill in the fields on the Responsibility Definition form.
    Table 1. Responsibility Definition form fields
    Field Definition
    Name The name of the role or responsibility.
    Unique Select this check box if this role should only be assigned to one employee. Enabling this check box prevents the creation of duplicate entries for a role.
    Type The type of role:
    • Select User if this role should be performed by an employee. When assigning this role, the list of available users comes from the Users [sys_users] table.
    • Select Contact if this role should be performed by a customer contact. When assigning this role, the list of available users comes from the Contacts [customer_contact] table.
  4. Click Submit.

Delete a responsibility definition

Delete a role or responsibility from the Responsibility Definitions list.

Before you begin

Role required: admin

About this task

The system administrator can delete a role only if there are no entries for that role.

Procedure

  1. Navigate to Customer Service > Administration > Responsibility Definitions.
  2. Select the desired role from the Responsibility Definitions list.
  3. Click Delete.
  4. Click Delete on the confirmation pop-up window.

Assign a team member to an account

Assign a team member to an account by selecting the employee and the employee's role or responsibility.

Before you begin

Role required: sn_customerservice_manager or admin

About this task

The system administrator can assign a team member to an account from the Account Team Members related list on the Responsibility Definition form.

The customer service manager can assign a team member to an account from the Account Team Members related list on the account or partner record.

Procedure

  1. Navigate to Customer Service > Customer > Accounts or Partners.
  2. Select an account.
  3. From the Account Team Members related list, click New.
  4. Fill in the fields on the Account Team Member form.
    Table 2. Account Team Member form fields
    Field Definition
    Account The account to which the user is assigned. If you are assigning a user from an account or partner record, this field is automatically filled in; otherwise, make a selection from the Accounts list.
    Responsibility The role or responsibility selected for this employee.
    User The employee selected to fulfill the role or responsibility.
  5. Click Submit.

View team members assigned to an account

View the team members for a specific account.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

Procedure

  1. Navigate to Customer Service > Customer > Accounts or Partners.
  2. Select an account.
  3. Select the Account Team Members related list.
    This list displays the employees who have been assigned to the team as well as their responsibilities.

View users assigned to a specific role

View a list of users who have been assigned to account teams to fulfill a specific role.

Before you begin

Role required: admin

Procedure

  1. Navigate to Customer Service > Administration > Responsibility Definitions.
  2. Select the desired role from the Responsibility Definitions list.
    The users who have been assigned to this role are displayed in the Account Team Members related list on the Responsibility Definition form.