Today's blog post was written by Troy Oliveira, Principal Developer at Sonoma Partners.
In part 1 of this series, we briefly discussed the need for territory management and discussed how account teams could be a simple solution for solving your organization’s needs. But what if you’re looking for a solution that is a little more automated? A little more robust? Enterprise Territory Management might be the solution that you are looking for.
Enterprise Territory Management
If account teams were simplistic, Enterprise Territory Management falls on the exact opposite end of the spectrum.
Enterprise Territory Management is an incredibly powerful rule-based engine that allows for multi-level territory assignment that allows for companies to set up a highly structured model for assigning accounts to one or more territories.
Enterprise Territory Management (ETM) has several moving parts and can be daunting. The core components of ETM include the Model itself, Territories & Account Assignment Rules.
When setting up a territory model, the world is your oyster. First and foremost, the model is a hierarchy that can be utilized to describe relationships between the territories. Organizations are free to structure this hierarchy however they want; it can be flat with all territories on the same level or it can been very tiered breaking down territories into very specific segments. There is an overall maximum of 1,000 territories in the model, but that is the only system limitation. If your organization needs a model with more than 1,000 territories in the model, I would argue the model may need to be revisited to determine whether it is practical from a complexity and maintenance perspective.
Territories are the bridges that are used by the model for building out the relationship between accounts and user. Territories can be established in a manner that allows them to be completely isolated or, like the model itself, to be configured to inherit assignment rules from territories above them in the hierarchy.
Users are assigned to territories. Much like account teams, you can define roles for territory users. The users assigned will be granted the increased permissions to all accounts that are associated to the territory.
Account Assignment Rules
If territories are the bridge that relates accounts to users, Account Assignment Rules are the nuts and bolts that assemble the bridge and give it shape. Account Assignment Rules are filters that are applied against account data to determine which accounts should be selected as part of territory. The structure of these rules is very similar to the filtering used for List Views, Reports, and Workflows/Processes.
The assignment rules are then associated to territories. There are a couple things to keep in mind when thinking about associating assignment rules to territories. First, territories are not required to have an assignment rule; there might be territories in the hierarchy that merely show overall relationship or organization structure. Second, when multiple assignment rules are assigned to a territory, both rules need to evaluate as “true” for an account to be assigned to that territory. Last, depending on how extensive your model is, there may be scenarios in which accounts can be assigned to multiple territories.
How It All Works
Once a territory has been defined and activated, the administrator will need to initiate an initial assignment for accounts that already exist in the system (“Run Rules”). We recommend performing this initial assignment during non-business hours as Salesforce performs a great deal of heavy lifting generating the appropriate sharing rules to associate the accounts > territories > users.
As soon as the model is active, any new accounts will automatically be assigned to the appropriate territories. By default, once the account is assigned to territories, the relationship is set until the rules are manually run again. If your organization's territory model and assignment rules are set up in a way that requires accounts to move to different territories as data changes, that is possible with a little bit of configuration.
On each account page layout, you have the ability to configure the account to re-evaluate the assignment rules. As an additional level of configurability, there is an additional option that is made available on accounts that allow users to signify that specific accounts should be exempt from re-evaluations of assignment rules. This can be particularly helpful when there is potential that an account could change territories when there is an opportunity in progress so that the team working the opportunity can continue working it without fear that the account will be re-assigned.
Just like with account teams, Salesforce also provides the ability to filter the My Accounts to filter on "My Territories Accounts." Similar to account teams, these filters are also available when building reports.
As with everything, there are some limitations involved with Enterprise Territory Management. The most common of these involves the definition of account assignment rules and fall into the realm of “practical” limitations. For example, if your model involves defining territories at a postal code level, there are limitations to the size of the account assignment rules that cause problems when trying to handle all possible postal codes.
Wow, a lot of detail here. Let’s look at a condensed pros/cons list:
Now that we’ve looked at account teams and Enterprise Territory Management, what if neither option is 100% what you need for your organization? Next time, we’ll take a look at custom solutions for territory management.
If you have any questions about Enterprise Territory Management or need help implementing your solution with Salesforce, please contact us.