Enhanced Multi-User Assignment Overview

Objective 

The purpose of this article is to provide information to Outreach admins and users on how to set up and use Team Selling via Enhanced Multi-User Assignment. This enables a fully self-managed Team Selling experience within Outreach for both CRM and non-CRM customers. 

Applies To 

• All customers who want to utilize the new and powerful Team Selling experiences inside Outreach 
• Admins and Users 

Before you begin 

• If you are unfamiliar with Team Selling, you can read more about it here 
• You can read more about User and Team Management basics here 

Overview 

Team Selling via Enhanced Multi-User Assignment allows Outreach users to add their colleagues directly to their Prospects, Accounts and Opportunities, give them access and share their tasks and workflows with them. This unlocks unprecedented levels of Teams based collaborative selling motions directly inside Outreach with or without CRM. 

If you are using Team Selling with Account Teams, this allows you to add your colleagues, who are not part of the Account Team in your CRM, directly to your Accounts. 

If you are using custom fields in your CRM to manage collaborative motions in your CRM, aka Multi-User Assignment you can bring them forward automatically into Outreach through our CRM plugin experience. 

Setup

Admin controlled enablement 

Note: The CRM Sync functionality is only available to Salesforce customers. In this release we only support Salesforce à Outreach sync. 

If you are using custom user lookup fields in your CRM to manage multiple users collaborating on Prospect, Account or Opportunity records, you can go to your Outreach > Administration > Integrations > CRM > Pick Prospect, Account, or Opportunity object and map the CRM user lookup field to the ‘Assigned’ field in Outreach. 

Here’s some examples of how this mapping might show up inside Account, Opportunity and Prospect objects respectively: 

This is a fully Admin controlled experience, and you can map as many CRM user lookup fields as you need into the Assigned field in Outreach. 

Note: If you are mapping Owner field today, you can continue to map it. Both Assigned and Owners will have access to the records. This is different from MUAv1 where only Assigned users had access to the record. 

Once you have mapped and CRM sync has kicked in, the additional “Assigned” users will show up automatically in the records they have been assigned to. All these users will have editing permissions on the records they’re assigned to. In that sense Assigned are co-owners of the records along with the Owner.

End user driven management 

You can also allow your users to add/mage their colleagues directly. This is fully controlled via Profile and can be used on its own or in conjunction with Sync experience. 

Note: If your organization uses SFDC and has already set up custom fields to create user mappings to records, you might not want to enable end user management of the record and choose to do user management directly in Salesforce.

For non-Salesforce customers it might be more appropriate to allow your end users to manage their record user memberships themselves. You can choose to restrict who can manage users using the Profile permissions as explained below. You can also choose to use our APIs to fully control the assignments 

To allow your users to manage assignments themselves, go to Outreach > Administration > Profiles > Pick the Profile you want to change > Give the appropriate ‘Edit assigned user’ permission for Prospect, Account and Opportunity. 

Note: If you choose to allow end users to manage users while having CRM sync enabled, changes made in CRM will override changes made locally. 

You can give the Profile access to edit all three objects or a subset. Admins continue to have the ability to override any user made changes. If you revert (takeaway) the permission, the user will not be able to modify the assignments, but any existing assignments will be maintained. 

Here’re the Profile permissions for Prospects, Accounts and Opportunities respectively: 

End user experience 

Records Experience 

Depending on what level of permissions the admin has granted, the end users have the following experience: 

1. Fully admin controlled (Edit permission hasn’t been granted in profile)
   End users will see their colleagues show up in their Prospects, Accounts and Opportunities but they won’t be able to manage the membership themselves. CRM mapping will be the source of truth. 

2. End user manageable (Edit permission has been granted in profile)
   End users can add/remove users directly based on their Profile permissions. However, they can’t manage users who were synced in from CRM, that is any changes they make to CRM users will be reverted the next time CRM sync kicks in. Outreach is the source of truth. 

Team Selling Membership Roster Experience for Accounts 

The membership roster dialog can be popped by clicking on the user control in the sidebar UI. Given below is an example where a record has an Owner – Bella. Arthur and Alex are two additional users assigned directly to the record or through CRM sync: 

You’ll notice that the screenshot above shows an Account Team attached to the Account.  

If you are already using Team Selling with Account Teams, Multi-User Assignment allows side-by-side collaboration with your existing Team Selling strategy! Of course, you don’t need to use Account Teams to enjoy the new membership roster experience, they’re simply better together. 

Note:  

Following actions are permitted in the dialog (user will need Edit assignee permission in Profile): 

1. Searching and adding new users directly from the search box 

2. Removing users 

3. Picking any assignee and making them the Owner of the record. To do this, click on the More (...) action next to the User you want to make the owner > and click ‘Transfer ownership’ > Follow the prompts. 

Team Selling Membership Experience for Prospects and Opportunities 

Opportunity and Accounts membership will be visible in the sidebar experience and in the edit view respectively. Both record types will support: 

1. Searching and adding new users directly from the search box 
2. Removing users 

Content Access Experience 

Once given access to the Prospect, Account or Opportunity, all Assigned users can access any content associated with the record, as available, based on permissions granted through Profile. 

Admins can also set up Triggers on Job Roles of any Assigned user. 

Considerations for existing Multi-User Assignment customers 

This section is only relevant if you are using Multi-User Assignment currently. 

With this release, we’re deprecating Multi-User Assignment v1 (as available today) and moving to Enhance Multi-User Assignment v2. If you are currently using Multi-User Assignment and are fully following our guidance, no worries, you will be automatically moved to the new Team Selling experience. We expect this to be a fully backward compatible transition. 

There are however a few important differences between Multi-User Assignment vs. the new version you need to know: 

1. In v2, both Owners as well as Assigned users have access to the record
   • This is the main difference from Multi-User Assignment v1, where only Assigned users had access to the underlying record, while owners were relegated to a secondary role. With Team Selling, both Owner and Assigned are equi-privileged and will have access to the record 
2. Owner <> Assignee auto-synchronization service is deprecated
   • Auto-synchronization service is deprecated and will not be available for Admins to enable/disable. The replication service settings will be removed from the UI. 
3. No requirement to map both Owners and Assignee fields for Salesforce users
   • With v2, the requirement to mandatorily mapping both Outreach and Assigned fields to the same Salesforce field is no longer required. You are welcome to continue mapping both fields together, or either, per your own business workflow requirements. 

Additional Information 

FAQs 

Does this replace Account Teams? 

No. Accounts Teams will remain. But with this release, additional individual users can also be directly added to the Accounts inside Outreach. This helps Team Selling become truly powerful by allowing the sellers in the know seek and get help they need to close deals faster and bigger 

Which record types will have this new functionality? 

This new feature will be supported for Prospect, Account and Opportunity record types 

Is there a limit to the number of users that can be added to a single Prospect, Account or Opportunity? 

For effective collaboration we recommend you keep the assignments only to colleagues that really should have access to the record. 

I’m an existing Multi-User Assignment customer, what should I need to change? 

Customers that have set up Multi-User Assignment by following our guidance will be automatically moved over to this new feature and we don’t expect any impact on your business workflows. However, please make sure you are fully aware of the changes detailed above and take any necessary actions. 

Customer who we believe might have an impact because of this design change, we will inform. If you haven’t heard from us, or just want to confirm, please don’t hesitate to reach out to your Outreach partner