Who can use this feature?
A Team is a group of users that are part of a similar team within your company and are part of a shared distribution (it could be either Round Robin or an Ownership group). Consider these as "assignees" who will take ownership in Salesforce.
Table of Contents
Who should you put in a team?
Groups of users that are part of a similar team within your company - for example, Northeast SDR team Enterprise AE team - all of these users should be put into a team together.
In this section, you can add, remove, and manage those team members.
Managing Your Team
In this section, we'll explain every feature and data available within your Teams:
Team Data
The status column will display either Active or Draft.
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Active - The team has no unpublished changes and is ready to go!
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Draft - The team has been recently created and needs to be published. All changes are autosaved, but Admins need to publish changes to ensure that they’ll have an effect on newly created (duplications included) teams.
Also, if a Team is in Draft status, it will not be available to be included in other sections, like Ownership rules, for example.
The Users In Team column shows how many users each team has at the moment.
The Last Modified column will show the last date on which the team was modified, and the Created By one, the user who created the team.
Members List
The member list screen you’ll give Admins some useful information about their teams:
- List of team members
- Calendar Status (Connected or Not Connected)
- CRM Status (Connected or Not Connected)
- Date Added
Admins will also be able to manage their teams, by adding and removing reps according to their needs:
If you are searching for any users who are already on the Team, we will display a message ("In Team") right next to the rep's name.
As soon as any changes are done to the team members list, we will display a message right next to each team member’s name stating that there are Unpublished Changes. You'll need to publish your teams to make sure the team is up-to-date.
Re-Ordering your Team
This feature is something you may want to do to manipulate the order in which your team will receive new objects in Chat, Concierge, and/or Distro.
You can drag and drop to re-order your team according to what you would like to do:
Note: When two or more users are tied to the same record distribution, the order in the list indicates higher priority. Updates will also need to be published after that!
Bulk Updates
To facilitate the Team’s management, you can also remove/add users in bulk:
Once again, updates will also need to be published after that!
Duplicating Your Team
You can also duplicate an existing team to facilitate team creation:
By default, duplicated teams will be created as “Copy Of Team Name”, and their status will be “Draft”, meaning that you’ll also need to publish it to be Active and good to go!
Usage
The "Usage" tab shows you where (Routers, Rules, etc.) your Team is being used to facilitate its management.
If you notice an orange icon right next to any asset - like the ones in the Distro Routers section from the screenshot above - it means this asset has unpublished changes.
You can click the "View" button to be redirected to each asset.
Adjusting the Weight of Your Team
You can adjust your Team's weight! However, you can only do so if you are using the Round Robin algorithm.
- Create your Teams;
- Create your Distro Router, Concierge Router and/or Chat Journey;
- After adding the Action Node or selecting an existing one, associate it with a Team;
- Find the Distribution Algorithm on your right;
- You'll see a hyperlinked "Fairness" on the same panel for Distro and a "View" button for Concierge and Chat. Click on that;
- A pop-up will appear with all team members related to that Ruleset and their weights that you can modify as you please;
- It will be automatically saved;
- Publish your Distro Router, Concierge Router, and/or Chat Journey again.