Additional Ownership Mode Support in Capture
Overview
By default, Capture relies on the standard account and opportunity owner fields for contact and activity matching logic. This works well in the case of field sales reps, but there are other use cases that are not captured by standard owner fields (i.e. post-sales engagement with CSM’s).
Other ownership modes allow you to get complete visibility into customer interactions:
- In a recurring revenue business, for example, you may want to be able to capture all the contacts that Customer Success engages with after the sale is completed because these could be key people to work with in getting a renewal done, or people you might want to invite to a customer conference. CS ownership can be tracked through a custom owner field, or using the Account Team.
- In a technical sale, it could be possible that sales engineers engage with prospects independently of sales reps. The set of stakeholders that they engage with could be different, and you probably want to ensure that these contacts are also captured. SE ownership could be tracked using the Opportunity Team (assuming the SE is a member of the Opportunity Team in CRM).
Other Owner Modes in Capture
In addition to standard account owner and opportunity owner fields, Capture supports the following:
- Custom account owner fields
- Customer opportunity owner fields
- Account teams
- Opportunity teams
These additional ownership modes can be applied to both the contact syncing and activity logging components of Capture, but can be configured separately and independently of each other.
When Capture seeks to match a contact or activity to an account or opportunity, it will search for possible matches for all of your configured ownership modes — including the default account owner and opportunity owner fields in addition to any other ownership modes that have been configured.
Multiple Possible Matches Across Ownership Modes
If there are multiple possible matches, the configured order of the modes serves as the tie breaker. If the Account Team Mode is configured before your Custom Account Owner Field Mode, for example, then Capture will choose to match a contact or activity to the account that matches based on the Account Team.
