Team Selling with Salesforce Account Teams

This article provides an overview of Team Selling with their Salesforce Account Teams within the Outreach platform, how admins can set it up and users can collaborate on their accounts.

Team Selling with Salesforce Account Teams allows you to easily bring in your Salesforce Account Team setup into Outreach along with the underlying Account record. The Account Team members are also given appropriate access to features as defined in the Default Profile. Admins can optionally also use Content Governance to set up, manage and share access to Sequences, Templates and Snippets to the applicable Account Team members. Team Selling with Salesforce Account Teams makes it easy for your org to utilize the Salesforce CRM as the single management point on how to organize the Account based selling motions.

Setting up Team Selling with Salesforce Account Teams is as easy as setting up the object in your CRM integration. To do this, navigate to Administration Settings > Integrations > CRM

Once there, select the Salesforce Account team member object and map it to the Outreach Account Team object.

The Account Team Member object is available to sync to Outreach from Salesforce only. It is not currently possible to create or update Account Team Members from Outreach to Salesforce. We recommend enabling Create, Update, Delete, and Polling automatically and set the frequency accordingly. 

When new users that are brought in to Outreach for the first time via the CRM sync, the Default profile will automatically be assigned. RBAC (Role-Based Access Control) permissions are applied automatically with the Default profile permissions. Existing users, who were created through the CRM sync historically or were created manually, they will continue to have the existing profile and permissions. If you want to give some specific members different Profiles, you can assign a different profile accordingly. To apply a different profile to a user, click Administration>User Management>Users and Select the user or users you want to assign a different Profile to and then Assign Profile and select from the drop down menu and then click Assign. Once assigned, the user will remain associated with that governance profile through subsequent syncs.

Content Governance customers can optionally associate Collections with Account Teams. Once associated, Content Governance rules are automatically enforced for the members in those Account Teams and content permissions apply to Account Teams just like any other Team in Outreach.

To set up Content Governance for Account Teams, navigate to Administration>User Management>Groups>Outreach Teams or Account Teams and Select one or more Team that you want to use with Content Governance and click the Settings tab to Assign relevant Collections.

Note that all other aspects of Content Governance applies. For example, if you have not set up Content Governance for your Default profile, you’d need to change the user Profile for the relevant users to a Profile that has it enforced. Learn more on how to set up and use Content Governance.

Once the Admin has set up the CRM sync and any relevant Content Governance permissions, end users do not need to take any additional steps. They can simply navigate to their Accounts and have access to them according to the access level given to them in Salesforce. In addition, we are making some additional end user experience enhancements as detailed below.

For Accounts that have an Account Team assigned, the membership will be represented in the sidebar, along with the relevant membership roles. For example, in the screenshot below Bella, Arthur and Alex are all part of the Account Team assigned to Honeywell account. All of them will see the sidebar experience and can hit ‘Manage’ to find more details about their team (details in the next section).

The new membership roster dialog is a single point of management of all users that have been directly associated with the record and can be launched by hitting ‘Manage’ on the Account sidebar.

The dialog provides valuable information to the members, including the owner of the record, member roles of individuals etc.

To make any changes to the membership, a user needs to have edit permissions on the Account itself. Users synced in from CRM Account Team cannot be modified but they can be made owners of the record. Additional users, however, can be added and removed.

Users associated with the Accounts can also have specific Job Roles.

Users with edit permissions can update the Owner of the Account. It’s an additional option available next to individual members of the Account Team. Click on ... next to a user > Transfer ownership > follow the prompts.

What permissions are assigned to the Account Team members?

Outreach supports Salesforce’s none, read and edit permissions assigned to Account Team members in Salesforce through Saleforce’s Field Level Security. Permissions in Salesforce can extend existing user permissions in Outreach but cannot take away permissions.
Account team members with Salesforce’s (please also check the next FAQ to fully understand more on how these permissions interplay with Outreach permissions):

• ‘None’ permission will not be able to access the record unless granted permission through Outreach. However, other members in the Account Team will be able to see that the user is associated with the record.
• ‘Read’ permission will be able to access the record, but not edit any details unless granted permission through Outreach. They can see other members associated with the record and vice versa.
• ‘Write’ permission will be able to access the record, and edit it. They can see other members associated with the record and vice versa.

The above permissions are applied to any existing Outreach users that are now associated with Account Teams. Account Team members however cannot change membership to the Account Team.
The above permissions are also applied automatically to any users who were not already using Outreach but were created via the Account Team sync. These new users are assigned the ‘Default’ Profile automatically. However, to access Outreach, these new users will need to be assigned licenses, just like you would, with any new Outreach users.

How do the Account Team permissions interplay with Profile and Multi-User Assignment permissions?

Whenever a user tries to access a record, Outreach automatically evaluates all permissions the user potentially has to the record, including through Profiles, Multi-User Assignment and Account Teams (if enabled on the instance). As a result of this evaluation, the user is then given the maximum permission afforded to them through any of these features.
The only exception is if the user’s Profile explicitly denies permission (Record permission set to ‘None’). Outreach will respect the denial irrespective of what permissions the user has via Multi-User Assignment or Account Teams.
Note that the above doesn’t include ‘Admin’ Profile which is a superseding profile and always has access to all Records.

 

What if I want to change the default permissions?

In this release, it is not allowed to change any default permissions including the auto-assignment of the ‘Default’ profile. You can however manually change the user Profile once they are available in Outreach

Can I create Account Teams manually inside Outreach only?

Yes. You can use Multi-User Assignment if you want to manage Account membership and Multi-User Assignment APIs to manage users automatically.

 

Can I manually manage Salesforce Account Team membership inside Outreach?

No. We are only supporting forward sync only at the moment. Account Team members with Edit permissions are allowed to add additional members on top of the Salesforce membership if you have enabled Multi-User Assignment. They cannot however remove any member who have been synced in as part of Salesforce Account Teams membership.
Does this replace Multi-User Assignment?

No. Existing Multi-User Assignment customers can continue to use their existing setup. However note the change in the user experience described above. New customers are encouraged to use Team Selling experience for Accounts.