This article provides directions for using and troubleshooting the Fullcast Change Owner Lightning action in Salesforce. The video below shows a quick walk through of using the Fullcast Change Owner button in Salesforce and seeing the corresponding changes in Fullcast.
Click on the video to enlarge it.
Using the Change Owner button
Access your Salesforce Lightning instance and navigate to the desired Account record.
Locate and click the Change Owner action button.
In the search bar that appears, you can input either a user or a territory name. Click on the icon to the left of the search bar to toggle between User or Territory. (See Fig. 1)
User (defined by the roles specified)
Territory (limited to those visible to the user)
Figure 1. When you click the Change Owner button, you'll be able to search by User or Territory name. You will also choose what to do with child accounts and whether to mark the account as a Named Account or Named Exception.
Based on the information in the table below, select how to deal with child accounts associated with the parent account being reassigned. For more information about treatment of child accounts, refer to Treatment of Account Families Overview
Option | Description |
|---|---|
Do not reassign | Retain existing owner |
Assign all children | Reassign all child accounts to the same new owner. |
Assign based on criteria | Reassign child accounts meeting specific criteria to the new owner. |
Group by corporate family | Group accounts belonging to the same corporate family for consolidated ownership. |
Specify the desired Named Type status for the moved account.
Do not set a Named Type
Set moved account as a Named Account.
Set moved account as a Named Exception.
Information
If an account was already marked as a Named Account or Exception, the Change Owner action will still move the account and will update its Named Account status in the new territory according to the selection made when using the Change Owner action.
Click Change Owner
Troubleshooting the Fullcast Change Owner Button
The following are issues you may experience when using the Fullcast Change Owner button.
Error message - "You have selected accounts you do not have permission to modify.”
Figure 2. Error message that indicates you do not have an active Fullcast Territory Coverage Assignment.
This occurs when you do not have access to the source node of the accounts. That is, you do not have a coverage assignment to the territory/segment where the account is currently located.
Verify that you have an active coverage assignment at the correct node. (Note that the Start and End dates determine whether the assignment is active.)
Ensure the user’s role includes the necessary permissions (read, write, etc.).
Confirm that the account is within the assigned segments.
Check the metadata in the Fullcast settings to ensure that the relevant roles are included.
Error message - “There are no Active Assignments for this [Role Name] role. Please create assignments in Fullcast for [Role Name] Role."
Figure 3. Error message that indicates there is no one with the correct role in the Territory you are trying to move the account to.
This occurs when trying to move an account to a territory where there is no assignment for the roles specified in Custom Metadata.
Verify the desired Role Names are listed in the Role_Name custom metadata. For multiple roles, use a comma to separate. See Set Up Role Name and Commit Flag in Custom Metadata
Error message - "You have selected some accounts that you do not have permission to modify."
Figure 4. Error message that indicates some of the accounts are in territory nodes where you do not have an active assignment of the correct role type.
This occurs when selecting multiple accounts in a list view, some of which are located in nodes you don’t have an assignment to.
Verify the current territory location of all the accounts. This can be done by bringing the field “Fullcast GTM” (fcio1__Fullcast_GTM__c) into the list view.
Verify you have active coverage assignments of appropriate role type for all territories.
Cannot see the Change Owner button.
Confirm that the button is enabled within the Salesforce account or list layout based on the user’s role. Ensure that the layout settings are configured correctly.
Change Owner button was used but the Territory Member was not changed on the account.
The Change Owner button only updates the account owner. All other data from Fullcast is updated during the overnight Import/Export.
Additionally, Fullcast metadata includes settings for “Propose” and “Commit.” If the setting is configured to “Propose,” the export will not update the change until a Fullcast administrator commits the account change. Consider changing this setting to “Commit” if immediate updates are required.
There are two Change Owner buttons.
One of the buttons is likely the native Salesforce Change Owner button. If you are using Fullcast to move accounts, the native button should be disabled and removed from the layout.
Don’t see the person/territory I want to move the account to.
Verify that you have an assignment at the correct node and is active.
Ensure your role includes the necessary permissions (read, write, etc.).
Confirm that the account is within the assigned segments.
Check the metadata in the Fullcast settings to ensure that the relevant roles are included.
After Changing Owner, the account got moved to Unassigned.
When the new owner’s coverage assignment is at a parent-level node, the Account will be moved to the Unassigned node of that hierarchy level.
To check the User/Territory combination, you can view Coverage Reports in Fullcast. Alternatively, you can review Team Member records in Salesforce.
For example, see Fig. 5 below where in the drop-down we see the user Celvva at AMER. In Fig. 6, you can see the Fullcast Team Member record in Salesforce, the associated Fullcast_GTM is Unassigned.
Figure 5. Selecting a user from the Territory drop-down
Figure 6. Viewing the Fullcast Team Member record for the same User/Territory.