Salesforce Account or Opportunity Team: Route or Assign with Chili Piper

Chili Piper has the capability to create a Custom Matching between two objects anytime there’s a one-to-many relationship between these two objects.

In this article, we will cover examples of the Account Team / Opportunity Team object, which is a separate object in Salesforce that can contain multiple Team Members. So, one Account can have multiple Account team members (one-to many).

We will also learn how you can also assign the Team Members mentioned above for Account and Opportunity objects, all within Chili Piper!

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Table of Contents

• Routing to Account and Opportunity Teams
• Account and Opportunity Team Member Assignment Setup

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Routing to Account and Opportunity Teams

First, let’s ensure this feature is enabled in Salesforce. 

Salesforce Setup - Enabling Account Teams

1. From Setup, in the Quick Find box, enter Account Teams, and then select Account Teams.
2. Click Enable Account Teams, and then select Account Teams Enabled.
3. Save your changes.
   
   

Salesforce Setup - Enabling Opportunity Teams

1. In Setup, use the Quick Find box to find Opportunity Team Settings.
2. Select Enable Team Selling.
3. Select the opportunity page layouts where you want to include the Opportunity Team Member-related list. You can also include the related list in page layouts that users have personalized.
4. Save your settings.

Chili Piper Setup

Now, let’s create the relationship between the Account object and the Account Team Object in Chili Piper.

 

1 - Create your Custom Matching

In the left-hand menu, click Matching under the Settings section (1); then navigate to the Custom Matching tab (2), and finally click the Create Custom Matching button (3):

Now, select your Source Object (1), then your target Object (2), and give it a name (3):

 

1.1 - Filters & Tiebreakers

Filters can be used to tell which Account Team record should be considered only if there is more than one possible match.

If, after checking Filters, there is still more than one possible Account Team record match, Tiebreakers can be used to prioritize further which Account Team Member should be selected.

Here, in this example, we want to route only if the Account Team Member's Role is Account Manager. Then, we use the Tiebreaker only to retrieve the Account Manager that has been added as an Account Team Member the most recently.

The default Tiebreaker can't be deleted. It ensures that you have at least one unique match for evaluation. For example, you can re-order to be the last evaluated in the list, but it can't be completely removed.

If needed, we recommend checking this article to get more familiarized with Filters & Tiebreakers.

When everything is done, click Save, and your Custom Relationship will be saved and can be used now in your Router.

 

2 - Create your Teams

A Team is a group of users that are part of a similar team within your company and are part of a shared distribution. If your Team has already been created, you can move to the next step.

In the left-hand menu, click "Teams" under the Assets section. 

Then, click the "Create Team" button at the top right. First, give your Team a name in the header.

After that, you can add Team members by clicking the "Add Team Member" button. Once you are done, publish to make your Team active.

We recommend checking this article to familiarize yourself more with Teams.

3 - Create your Distribution

To summarize, the Distribution feature is mainly used to set the behavior during meetings or record distribution among Team Members. If you already have a Distribution to be used, please go ahead and proceed to the next step.

In the left-hand menu, click "Distributions" under the Assets section. 

Then, click the "Create Distribution" button at the top right and select the "Prospect/Record Distribution" option if you will use it for Distro, or Meeting Distribution if you will use for Concierge, Chat or Handoff.

Give your Distribution a name, and then use the "Add a Team" button to include the Team you created in step #1 or that you already created.

After that, you can adjust some settings, such as Credit/Skip, Weight, and Capping. Once done, publish it.

Please take a look at this article to learn more details about Distributions and the above-mentioned settings.

 

4 - Create Your Routing Rules

We will now create the Routing Rules to be used in your Concierge/Distro/Handoff Router or Chat Journey to ensure records are being correctly distributed across your Team Members. If you are not familiar with Rules yet, we recommend starting with this article. 

Using the Account Team as the example, while building the Rules below, we want to route any new Lead to a Matched Account and then to the Account Manager of the Account Team object. For this, we will create a CRM Ownership rule with these criteria:

Select the Team you previously created and publish it:

You can do something similar and have a Routing Rule for the Opportunity Team, too, just by changing the involved objects.

 

5 - Router or Journey Setup

We will combine all the assets we created above and build the flow in a Router or Journey. Within this step, we will be very specific on where to use such assets, so if you need a high-level overview of a specific product Router or a Chat Journey, we recommend checking the following: 

• Creating a Distro Router
• Creating a Concierge Router
• Creating a Handoff Router
• Creating a Chat Journey

Click the "Routers" or "Journey" (Chat only) option under the product section in the left-hand menu and then the "Create Router" button at the top right. Here's one example from Distro:

Now, we will add a Routing Rule to route these prospects to the Teams we created. 

Click on the "+" sign to expand the options and add a new Routing Rule:

Select and add the Routing Rules that will be used. We will also use the Rules created in step #4 here.

 

5.1 - Assign & Update Ownership

We will now click again on the "+" button next to the Matched path and create an Assign & Update Ownership node, which is available for Concierge, Distro, and Handoff, to assign prospects to your Team, as the name suggests. Note for Chat, this node will be available as Update Ownership 

Once the node configuration opens, select Owner in the Assignee option.

6 - Publish your Router

Once done with the Router's setup, publish it in the top-right so it becomes active and ready to roll!

In the example we covered within this document, we will route the new Lead to the Account Manager directly:

• If we can find a Matched Account through our Lead to Account Matching Process AND
• If there’s an Account Team Member with the role equal to "Account Manager"

Reinforcing that we covered an Account Team Member-related example in more detail, but you can also do it for Opportunity Team Members, too.

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Account and Opportunity Team Member Assignment Setup

1 - Create your Trigger

The first step would be to ensure your Router's Trigger object is Account or Opportunity related.

The Salesforce Account Team and the Salesforce Opportunity Team nodes mentioned in the next steps will only be available if the Trigger's object is associated with Account or Opportunity objects. 

This means if your Trigger's object is Account-related, you will see the Salesforce Account Team Node. If your Trigger's object is Opportunity-related, you will then see the Salesforce Opportunity Team node.

2 - Add the Salesforce Account Team or Salesforce Opportunity Team node

After a Routing Rule, click the + button to find the Salesforce Account Team or Salesforce Opportunity Team node. Select it to start configuring it.

If you are not seeing one of the nodes, double-check if your Trigger is associated with the Account or Opportunity objects, as mentioned in the previous step.

 

3 - Configure the Salesforce Account Team or Salesforce Opportunity Team node

In the right-hand menu, click Add Users to start including users in the Account or Opportunity Team

Next, select the Role associated with each user:

You can enable the option to Replace Existing Account/Opportunity Team Members below. If enabled, the users included in the Selected Roles will add the selected user(s) to the Team and remove all existing team members from the same role(s). This setting should be disabled by default.

For example, suppose this option is enabled, and we assign Daniel as Sales Manager, but John has already been added for this role in Salesforce. In that case, Daniel will replace John as Sales Manager. If disabled, John will stay as Customer Success Manager in the Team.