Managing Servicing Teams

Follow

Overview

Clients are often serviced by more than one person, with each team member playing a vital role in the ongoing maintenance of the relationship and financial accounts. Practifi provides a flexible way of capturing these roles within the servicing team and includes three by default: Financial Advisor, Client Service and Compliance. These roles correspond to specialized apps for those team members and grant them access to the records, alerts and insights they need to succeed.

This article outlines the various ways to manage team member role assignments and the ability to customize roles in your Practifi organization.

Viewing a client's servicing team

The Servicing Team section located in the side pane of the client's record page displays the client's servicing team when expanded:
Screen_Shot_2021-07-13_at_11.27.43_AM.png

Names, profile pictures and roles appear for each team member assigned to the client within this section. The View All button can be selected to view all servicing team members, which will open a list view page displaying all members in the servicing team. 

Creating Default Teams

If the advisors at your firm tend to keep the same team across all of their clients, you can define a default team for them that speeds up the setup process for each client. A System Administrator can create these Default Teams within Salesforce Setup.

To create a Default Team:

  1. Select the Setup cog Setup_cog.png located in the upper right-hand corner and select Setup from the drop-down menu. 
  2. Use the Quick Find search bar located on the left-hand side to search for "Users." 
  3. Select Users under the User section in the search results. 
  4. In the list of users, select the user's name that you would like to add a Default Team. 
  5. Scroll down on the user profile and locate the Default Entity Team section.
  6. Select the Add button located in this section. 
    mceclip1.png
  7. Add the related team members by using the User Lookup icon located to the right of the Team Member field. 
  8. Specify the record access through the Entity Access field. 
    • Read Only - Team members will only be able to view the records owned by the user.
    • Read/Write - Team members can view and edit the records owned by the user. 
      • Please note: This field defines access to the client (Entity) records within your organization. However, this setting will not work unless your firm strictly controls access to records beyond what Practifi does by default. 
  9. In the Team Role column, specify the role the team member has within the Default Team. Options available by default are as follows:
    • Financial Advisor
    • Client Service
    • Compliance 
  10.  Repeat steps seven through nine to add all team members and the advisor to ensure team completeness when reporting on team member assignments. Press Save when the team building is completed to finalize this change.
    image-20200717-055124.png

Considerations

  • The Automatically add my default entity team to entities that I create or entities that are transferred to me checkbox determines whether the team you define here will be applied to the advisor's new clients. This setting doesn't remove any existing team members from the team. It will only add new team members.
  • The Update entity teams with these members checkbox determines whether the team you define will be applied to the advisor's existing clients. This setting doesn't remove any existing team members from the team. It will only add new team members.
  • The Opportunity Access and Case Access columns refer to Salesforce functionality that Practifi doesn't support. The access levels defined in these columns do not affect system functionality within your organization.

Modifying a single client's team members

Changing team members only

To change team members assigned to a Client record, select the carrot button mceclip0.png  located in the Servicing Team section in the side panel.
Screen_Shot_2021-07-13_at_11.59.34_AM.png

This button will display the following options to make updates to the Entity Team:

  • Add Default Team - Takes the team members defined in the record owner's Default Entity Team and adds anyone missing from that list to the client's servicing team.
  • Add Team Members - Displays a pop-up window that lets you manually add any team members you would like and define their roles.
  • Team Member Access - Edits the team member's access to the records. 
  • Remove All Members -  Removes all team members assigned to the client's Entity Team and gives a blank slate for adding new team members.

To delete a team member from the Entity Team, select the carrot button mceclip0.png  located to the right of the team member's name and select Delete from the drop-down options. To edit the specific team member's role, select the carrot button mceclip0.png  beside the team member's name and select Edit to modify the Team Role field.

Changing record owner and team members

Select the Change Owner action located in the side panel's button bar above the Servicing Team section.
Screen_Shot_2021-07-13_at_12.10.45_PM.png

When selecting this option there is a Keep servicing team checkbox in the option.
Screen_Shot_2021-07-13_at_12.11.38_PM.png
Checking this box will retain the existing team members alongside the new owner and any new team members added via their Default Team. Leaving this checkbox unchecked will remove the team members as a part of the owner transition.

Mass reassigning Entity Teams

Use the Mass Reassign Entity Teams feature, available to system administrators in Salesforce Setup, to add, remove or replace team members at scale. 

To mass reassign Entity Teams:

  1. Select the Setup cog Setup_cog.png located in the upper right-hand corner and select Setup from the drop-down menu. 
  2. Use the Quick Find search bar on the left-hand side to search for "Mass Reassign Entity Teams." 
  3. Select the Mass Reassign Entity Teams option under the Data section in the search results.
    mceclip4.png
  4. Select the type of change you would like to make. The options available are the following: 
    • Add an account team member
    • Remove an account team member
    • Replace an existing account team member with a new team member, or change the role of an existing team member.
  5. Define a set of filter criteria to determine which Entity records should have this change.
    • Please note: Technically all Households, Organizations and Individuals in Practifi can have a team assigned, but the Servicing Team section is only made visible to Prospect and Client records. Therefore, we recommend filtering the Client Stage field by Prospect and Client and applying any additional filtering you wish beyond that.
  6. A list of Entities will display that match the filter criteria. Select the Entities from this list that you would like to apply the change to. 
  7. Specify in the fields displayed in the final step of the update wizard the changes you would like made to these records. 
  8. Select Add, Remove or Save to finalize the change.

Customizing role availability

If your firm uses roles other than the ones included by default in Practifi that you'd like to capture in your servicing teams, you can add them to the drop-down menu from the Account Teams section in Salesforce Setup:

mceclip3.png

Feel free to add new roles from the Team Roles section, but be cautious when making any changes to the default roles. The role names are referenced in the Advisor, Client Service and Compliance apps to determine what records are included in tiles, charts and record tables displays.

Newly-created roles won't correspond to any existing Practifi apps and instead are included in the Team Member app, which works for anyone on a servicing team regardless of their role within it. If you wish for these team members to have an experience that's more tailored to their role, speak with your Client Success Manager about creating a custom app through Professional Services. 

Tracking your firm's roles with a custom field (optional)

An alternative way to manage additional roles is to create a custom picklist field for tracking those roles separately from the existing role field. This works well for firms with multiple different names for the same role, such as a Primary Advisor and Secondary Advisorwhere they're referred to by different roles but would still expect to use Practifi in the same way.

To track this information you would like need to create a custom field. We recommend calling the custom field something like Business Role to differentiate it from the Team Role field included by default. Be sure to add this field to the relevant record pages by updating the affected page layouts. On each layout, click the wrench icon to reveal related list properties, and add the field from the list of available options:

mceclip6.png

The layouts affected by this change would be:

  • Individual Client
  • Client Household
  • Client Organization
  • Individual Prospect
  • Prospect Household
  • Prospect Organization

Please note: Creating this custom field and adding to these page layouts will take these pages off our product upgrade path and you may not receive any further product updates or fixes to these pages. If you have any questions, please do not hesitate to reach out to your CSM.

Further reading

Feeling stuck on a particular question about servicing teams? Refer to the relevant Salesforce Help section for more information, or reach out to our Support team by submitting a ticket.

0 out of 0 found this helpful

Comments

0 comments

Article is closed for comments.