Objective
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.
Applies To
- Outreach Admins
- Outreach Users
Overview
Introduction
Team Selling with Salesforce Account Teams allow customers to easily bring in their Salesforce Account Team setup into Outreach, along with the underlying Account record, and set it up for Account Based Selling motions inside Outreach. Appropriate access permissions of the Account Team members are brought forward and applied automatically to the record. Additionally, 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 these Account Team members. Team Selling with Salesforce Account Teams makes it easy for our Salesforce customers to use their CRMs as the source of truth, and the single management point, on how they want to organize their Account Selling motions.
Setup
CRM Enablement
Setting up Team Selling with Salesforce Account Teams is as easy as setting up the object in your CRM plugin. 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 Teams object.
Just like any other CRM objects, set up your Account team sync to best suite your organizational needs, including the fields you want to bring forward from your CRM.
Content permissions
For new users that are brought in for the first time CRM sync will assign the Default profile. RBAC permissions set up with the Default profile will be enforced automatically.
Existing users, who have been brought in through a previous sync or created manually, will continue to have their existing profiles.
If you want to give some specific members different Profiles, it is no different than assigning profiles. You can do so by going to Administration > Users & permissions > Users > Select the user or users you want to assign a different Profile > Click ‘Assign profile’ > Choose and save the Profile. Once assigned, the user will remain associated with that profile through subsequent syncs.
Content Governance
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 permissioning works for Account Teams just like any other Team in Outreach.
To set up Content Governance for Account Teams, navigate to Administration > Users & permissions > Teams > Go to the ‘Account’ tab > Select one or more Account Teams that you want to use with Content Governance > 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.
End User Experience
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.
We are making some additional end user experience enhancements, as detailed below.
Account Sidebar
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).
Assigned Collaborators
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
Job Roles
Users associated with the Accounts can also have specific Job Roles.
- For CRM users, their Job Role is equivalent to their Salesforce Account Team Membership Role. These can be different for different Account Teams.
- For Outreach users, their Job Roles are the ones explicitly assigned to them by their Admins (by going to Administration > Users & permissions > Job Roles). These users have the same Job Role across all Accounts they are assigned to.
Transferring ownership
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.
FAQs
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.
