Best Practices for Using Salesforce Account Teams

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I’ll admit it – before the Salesforce Winter ’20 Release – Account Teams was not my favorite feature.  It had too many limitations, such as the inability to add custom fields for account team members, or to use automation such as Workflows, Process Builder, Validations, or Apex triggers.

But all this has changed.  Account Teams received a major upgrade—and “Account Team Member” is now a first-class object! Although this upgrade was highlighted in the Winter ’20 Admin Maintenance Exam, some Admins may have missed it because this exam was waived due to Covid-19.

“Natterbox”

Salesforce Accounts Teams

What is an Account Team? 

  • An Account Team is simply a group of Users who work on an account together.

What makes Account Teams special? 

  • They allow for Record-Level Access Sharing, Reporting, and Process Automation.
  • Account Teams identify who is working on an account, by Team Roles, and the team members are displayed in Related Lists (on the Account Detail Page).

Notes: 

  • An Account Team cannot own an account
  • Account Owners (or Admins) grant record-level access to account team members for the Account object, and Related Opportunities, Contacts, and/or Cases. (Read, Read/Write, or Private access; Not Create or Delete)
  • Account Team Members’ record access rolls up the role hierarchy (like standard sharing rules)
  • Account Team Members still need Object-level access to view/edit records
  • ‘Account Team’ is the Plural Label of the Object ‘Account Team Member’

Best Practices

When to use Account Teams

This is an optional feature, so determine if your Org has a need before enabling.  Below are reasons to consider using Account Teams:

  • If multiple Users in your Org need access to select groups of accounts.
  • If your organization would like to report on Accounts and their related Account Team Members and Team Roles (and/or view the account team members in a related list).
  • If your organization is approaching your criteria-based sharing rules limits (50 on the Account object), or other sharing limits.
  • If Account Owners need to grant manual “one-off” record access to individuals (similar to manual sharing in Classic). This can be done by using the [Add Team Members].

Default Account Teams

What is a ‘Default’ Account Team? A Default Account Team is a predefined team that the Account Owner can set up, which can then be assigned to an Owner’s accounts, when applicable.

Notes: 

  • A User can only have one default account team
  • Default Account Team can be entered by each User (under My Settings > Advanced User Details)
  • Using Default Account Teams is optional, and may not fit your Org’s use case

To add users to the Default Account Team go to My Settings > Advanced User Details > Select [ADD] button

Implementation & Bulk Updates

Data Loader Option:

  • One of my favorite things about the Account Teams upgrade is the ability to do the initial implementation and ongoing bulk changes to Account Team Members using Data Loader (both adding and removing members).
  • For Implementation: you’ll need the following fields for the dataload: AccountID, UserID (of the Account Team Member), TeamMemberRole (picklist value), AccountAccessLevel (Read or Edit), ContactAccessLevel (None, Read, or Edit), OpportunityAccessLevel (None, Read, or Edit), and CaseAccessLevel (None, Read, or Edit).

Process Builder Option:

  • You could also automate Account Team Creation with the Process Builder, for example, whenever there is a New Account (or an Account meets some criteria).

Final Tips

    • Each Org only gets one ‘Team Role’ picklist, so choose the labels wisely.
    • Account Teams work in combination with Sharing Rules and Org-Wide Defaults (OWD) and other sharing. They can only add access, not reduce access.
    • You can use Process Builder/Flows to populate custom fields on the Account Team Member object from the User Record (such as Email, Phone).
    • You could add custom fields for “Start Date” and “End Date” for the Account Team Member object for reporting.
    • Keep in mind that each Account Team Member has a Unique Id (for each separate account).  These IDs can be used for bulk updates.
    • Account Teams could be rolled-out for a portion of the Org, if desired, as Account Teams are only displayed on Page Layouts with the “Account Team” related list added.
    • You can Add “Custom Buttons” to the Account Team related list (such as an [Account Hierarchy] button).
    • The Account Team Member object is also available for Workflows. See below.

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