The purpose of this article is to provide information to Outreach Admins and Users regarding Public Beta of Multi-User Assignment.
- Outreach Admins
- Outreach Users
Multi-User Assignment Overview
Multi-User Assignment Beta enables team-based selling workflows in Outreach and allows multiple users to be assigned any record of Prospects, Accounts, and Opportunities to collaborate.
Benefits of Multi-User Assignment Beta
- Users will be able to easily filter for resources relevant to themselves or to other users.
- Limit broad visibility and apply more flexible controls over resources.
- Enrich Outreach experiences to enable team-based selling and collaboration.
Every assigned user in this multi-user setup has shared responsibility for the record and ideally fulfills a specific engagement function such as prospecting and closing activities. These users can be assigned a Job Role that distinguishes their function.
Prospects, Accounts, and Opportunities can now be assigned to multiple users.
Instead of using Custom Fields to create the team-based selling model, users will be able to directly use the new assignments model.
Multi-User Assignment is introducing a new concept of job role, which should help differentiate between multiple assigned users. Each user in Outreach can have an associated job role and that role is displayed for every assigned user. This new concept simplifies the understanding of the responsibilities of assigned users within the company. It is advisable to keep job role names relatively broad, as “SDR”, rather than “Senior SDR” or “SDR for SMB”, as it helps with potential automation and prevents the proliferation of job roles.
There are four default roles: AE, BDR, CSM, SDR. New roles can be added and the existing roles can be renamed. Only Admin users can change the list of job roles and update the job role assigned to a specific user.
Once created, job roles can be assigned to individual users.
Job roles are optional and assignments work without them. Job roles mainly have informational value and cannot yet be used in search or in filtering. By default, Outreach UI will show ‘No role’ next to a user without a job role assigned.
Note: The new job role concept is different from the existing role in the governance role hierarchy. The job role does not rely on the governance hierarchy; it is used to describe the business responsibilities of a given user. Job roles cannot be deleted but can be renamed.
Improved Saved Views
Smart Views now understand the concept of Assigned. This simplifies users' ability to find records owned by them or by other users.
Accounts-based selling requires Views with Owner and Custom fields (indicating other Owners), which are complicated to create and maintain.
With the Multi-User Assignment Beta, an Assigned column will be added to the view and will show all the users assigned to each record.
The default filter will continue to be Owner is you. If you want it to default to the Assigned is you filter, you can create a default view with the filter:
- Create a new view with the Assigned is you filter.
- Save the view and make it available for everyone to use.
If this is a common request, Admins should create default views for each individual record type and share the views with their organization.
About the new Ownership Model
Assigned users are equivalent to being record owners from a governance standpoint. When more than one user is added to the assigned field of a record, it is equivalent to multiple users having ownership of that record. One account or opportunity record can have both an AE and SDR associated with it and each user will see it under My records.
The set of profile permissions associated with a user defines what that user can and cannot do with a record. User profiles can specify the visibility of the record as All records or Owned records.
With the multi-assignment feature, it is possible to have different users accessing the same record while having the permission set to see only Owned records. For example, an AE and SDR can both be assigned to one record and both have permission to see only Owned records. This assignment model allows a simple way to configure which user can access which record.
The existing Outreach security model based on record ownership does not change. The existing owners are migrated to the new Assigned field and, without any modifications, will behave as before.
The two structures, owner and assigned, currently exist in the product and the system maintains synchronization between them. This is necessary for enabling backward compatibility for components that aren’t updated and rely on getting a single value for the owner.
When users are assigned to a record, the underlying ownership structure does not change, additional users simply get access to the record.
CRM systems typically have records with a named custom field that describes the role, such as SDR or AE. The value stored in that field is the specific user. This allows putting any user name under an SDR field, for example.
By contrast, in Outreach, a user is assigned to a specific record without having a dedicated custom field. The role of the user is attached to the user (and not to the record). While this approach prevents assigning the same user to multiple records as having different roles, it simplifies the assignment and does not require the creation of custom fields.
Q: Who is this feature for?
A: Multi-User Assignment is for customers who
- Want a more flexible record-sharing model
- Salesforce customers who currently sync multiple Outreach custom fields <> Salesforce Custom Lookup fields to denote ownership and support team-based selling.
Q: What is the value of this feature?
A: Previously, visibility was limited to a single assigned owner or made visible to the entire org. With this release, customers can now create a more flexible model by allowing records (Prospects, Accounts, Opportunities) to be assigned to multiple users.
Q: What other features are planned for enabling multi-user assignment beyond Prospects, Accounts and Opportunities?
A: Currently, this feature only supports assignments to Prospects, Accounts, and Opportunities.
Support for other features like Sequences, Triggers, etc. will be considered for the future roadmap. In this release, they will continue to function with the current concept of Owner, including any Triggers set up for automation.
We are collecting feedback on where else customers would like to see this feature. Please go to the Salesforce Concierge to log a feature request.
Q: What is the purpose of a Job Role and what are the limitations of a Job Role
A: Multi-User Assignment is introducing a new concept of job role, which should help differentiate between multiple assigned users. This new concept simplifies the understanding of the responsibilities of assigned users within the company.
For this release, Job Roles are not designed to be used for sequencing, triggers, and filtering based on job roles.
Q: Can you automatically assign a Job Role to a user?
A5. You can use the existing APIs to bulk update Job Roles and assign them to users.
Q: Will this feature allow customers to sync Accounts Teams or Opportunity Teams from Salesforce to Outreach to automatically assign users?
A: For this release, Outreach does not support Account Teams or Opportunity Teams. We will support Salesforce custom Lookup fields to Outreach to denote ownership.
Q: I use SFDC to sync Owner information, will that continue to work with this feature?
A: Yes, the current ownership model and plugin sync mappings will continue to work. To keep the consistency of Owner vs. Assigned our recommendation is to map Owner Id to Owner.
Q: Will my existing Triggers and Rulesets be impacted by participating in Public Beta?
A: Your existing Triggers and Rulesets configuration will not change with this release and will remain with the single Owner that was mapped already. As stated above, this will be considered in a future release based on customer demand.
Q: Can I use my existing or new Teams with this feature?
A: In this release, Teams cannot be used directly. Instead, individual users will need to be added to the records either manually, through APIs or through SFDC sync.