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Account Ownership determination during Lead to Opportunity Conversion

Hello,

Can anyone advise on ways to auto-assign the Lead Owner (Sales) to the Account during a Lead to Opportunity conversion scenario? Open to any ideas here... the objective is not to have end users come back into the Account after they have converted a FREE TEXT (Company and Contact) Lead into an Opportunity (now with an Auto-created Account and Contact).

Thanks

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  • Best Answer
    author's profile photo Former Member
    Former Member
    Posted on Sep 29, 2015 at 03:29 PM

    C4C has a few standard workflow features to determine parties on a document.

    1. Party Determination- this feature is available on all transaction documents such as Ticket, Activity, Quote, Sales Order, Oppty, Lead, and Contract. Go into fine-tuning of the object and open up the Involved Parties tuning exercise.

    When you have this Involved Parties maintenance open, click on a party to configure what are the workflows that will determine the party with the "Maintain Determinations"

    Choose which workflow framework you want active or not. For the lead the following are the workflows

    1. Use Rules for Lead Assignment -> this is the rule engine in Administration -> Sales and Marketing -> Lead Assignment

    2. Employee Responsible of Account Team -> if there is an owner in the account team, it will use that party to default the owner on the lead

    3. Employee Responsible of Territory Team -> if there is an owner in the territory team, it will use that party to default the owner on the lead

    4. Current User-> default the person logged and use that party to default the owner on the lead

    Here is the rule engine to define lead routing

    2. Workflow field update engine. After all of the party determination workflow frameworks have executed, you can also use the workflow field update engine to overwrite the owner field with a value define by a "field update" action in the workflow engine.


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  • author's profile photo Former Member
    Former Member
    Posted on Sep 29, 2015 at 04:10 PM

    What I described for Lead Parties is also true for other Parties such as Opportunity Parties.

    As Ankush indicated, when you create a follow-up document (creating a follow-up Oppty from Lead), while it may copy header data and item data from the source to the target, it will also copy the parties over too. However, the Party workflow frameworks will kick in and determine a party value.


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    • Former Member Khan Farasat

      Hi Khan,

      Again it is best practice to separate an "HR hierarchy" which is the org model vs. an "operational hierarchy" which is the territory model. Often how you define your HR hierarchy (which is simple)

      is different from how you want them to work (which can be complex).

      Having to change an HR org hierarchy because you need to change how you work in the field is major overhead to change management since IT is the only ones who can do this vs. territory management was designed for sales operations/line of business to manage this. It gets more complex in an integrated/hybrid environment where the OnPremise systems are based on simple org management concepts to manage authorizations, again using org management just for simple authorizations in C4C is the way to go. Then you put territory management on top of it to allow the business to change the way they work in C4C without having to change their OnPremise systems for every operational change

      In the end the only way you automatically assign accounts to people (owners) is through territory management in C4C. Over the years a lot of investment went into simplifying the management of territories. For example, you can download/upsert the rules that define account assignment in excel.

      Enabling the line of business key users to manage territories is an easy concept when compared with org management and would keep the two separated from a key user activity. Let IT manage the org structure process and let the business manage the territories.

      The process is actually very simple.

      1. Define your territories on how you want to work. Every territory has a territory owner. This territory owner will get defaulted as the document owner when a territory is determined for the document.

      2. Add/remove people to the territories and define their roles if you want to share access to documents without having to manually add/remove people to the sales team. You of course can add/remove people on the sales team as an exception process, but as a default process allow territory management to automatically add/remove people and their roles on the territory team.

      3. Add/remove rules to define how territories are assigned to accounts. As I shared in pt1, if you usually model a hierarchy of territories so that at the most granular level, only 1 rep is assigned to 1 territory to give you the 1:1 relationship between an account and a person via rules

      4. Run territory realignments when you optimize your working model and push those changes back down to the accounts in C4C. Planned for 1511 is also the automatic realignment of the transactions too so if you change the territory on the account the transactions that hang off it also get the update keeping the territory based authorizations in sync (if you also want to activate territory based authorizations instead of org based authorizations).

  • Posted on Sep 29, 2015 at 03:50 PM

    Hello Farasat ,

    While converting Lead into Opportunity an Owner is not copied from Lead ,but rather it is determine based on the rule which is maintained BC->Fine-Tune activity (i.e. Under Fine-Tune ::Opportunity ->Involved Parties -> Party Role 'Owner' ->Maintain Determination').

    'Owner' is an exceptional to copy rule during the conversion.

    Hope this answer your question.

    Best Regards,

    Ankush.

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  • Posted on Sep 30, 2015 at 08:00 AM

    Dear Farasat,

    We do not support auto assignment for party roles of Account. There are some enhancements planned in this area for future releases.

    Regards,

    Kavya

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    • Former Member Former Member

      Rei,

      We have C4C 1511. Not linked to ECC and no territory management.

      I was changing the account owner in customer master by mass change.

      It is not automatically reassigning the open leads and opportunities as you suggested.

      Can you please tell me what can be the problem?

      Regards,
      W

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