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Update contact ownership

Reggie Gossett
  • Updated

Overview

This document outlines the process for updating ticketing system Contact Ownership values. These values are for use with KORE’s Contact Search Wizard and for display on the Contact form (Dynamics) or page layout (Salesforce).

 

User IDs

KORE Ticketing reads the ticketing system user ID to recognize which sales rep owns a ticketing account. Each CRM user (such as a sales rep) has a user ID, and it can be updated as needed.

Entering the ticketing system user ID on the User record allows you to segment your sales team into different Rep Type categories (such as Group Sales). The ticketing integration will populate Contact Ownership for you so that the Contact Dashboard will show the correct Owner Type and Rep Name. The integration also populates the Sales Rep and Account Manager values, which are displayed in the Sales Rep filter on the Contact Search Wizard.

Organizations can configure their Contact form (Dynamics) or page layout (Salesforce) to display the Sales Rep that fulfills a particular role (e.g. Service Rep) for the CRM contact. This uses the Rep Type and Rep fields, described below.

Dynamics 365

 To update a ticketing system user ID:

  1. Navigate to Settings > Security > Users.
  2. Select the user whose user ID you will update.
  3. On the User form, find the "Ticket System User ID" field.
  4. Enter their ticketing system user name in that field.
    (This is usually <First Initial><Last Name>, e.g. JBROWN for John Brown.)
  5. Save the user record.

Repeat for all the user IDs you want to update, then request customer record reprocessing.

dynamics.png

Salesforce

 To update a ticketing system user ID:

  1. Navigate to Setup > Users > Users
  2. Select the user whose user ID you will update.
  3. On the User page layout, find the "Ticket System User ID" field.
  4. Enter the ticketing system user name in that field.
    (This is usually <First Initial><Last Name>, e.g. JBROWN for John Brown.)
  5. Save the user record.

Repeat for all the user IDs you want to update, then request customer record reprocessing.

salesforce.png

 

Rep types

An organization can specify up to four rep types that may interact with their CRM contacts. The four rep type fields are:

  • Ticketing Service Rep (kore_TicketingServiceRep)
  • Ticketing Sales Rep (kore_TicketingSalesRep)
  • Suite Sales Rep (kore_SuiteSalesRep)
  • Group Sales Rep (kore_GroupSalesRep)

Although the field names cannot be changed, you can use them for different purposes if your needs are different. For example, you might use the "Group Sales Rep" rep type for your New Business Sales Reps instead. Dynamics users can rename the labels displayed, but the underlying field names would remain the same.

For example, multi-property organizations sometimes use these fields to display the Sales Rep at each property. In those situations, you can use Rep Type values to represent each organization. Dynamics users could also change the label on the Contact form to "Organization Rep".

To set up rep types:

  1. Tell your Success Manager which rep types you'd like to use, including any you will repurpose.
  2. Wait for your Success Manager to add the values into KORE Admin Configurations.
  3. Navigate to the contact form (Dynamics) or page layout (Salesforce) editor.
    Dynamics: On any contact's page, select "Form" from the overflow menu.
    Salesforce: In Setup > Object Manager > Contact, choose "Page Layouts" in the left-nav and "Contact (Ticketing)" in the main window.
  4. Expose the fields you chose to use. These fields will display the sales rep’s name if they are labelled as one of these types in Ticketing System.
  5. Ask KORE Support to reprocess customer records.

Dynamics screenshot

Dynamics_contact_form.png

Salesforce screenshots

Salesforce_contact_object.png

Salesforce_contact_page_layout.png

Reprocessing customer records

After making updates to either the user IDs or rep types, KORE Ticketing needs to recalculate all of the contact ownership values from your ticketing system

Open a Support request (or email help@koresoftware.com) and ask Support to make these updates. They will run a script that identifies and updates any rep with an outdated or new Ticketing System User ID. Once complete, the CRM and KORE platform can display the most up-to-date account ownership data.

If the rep types have changed within the ticketing system in addition to the CRM, an additional step is needed. Notify KORE Support of those updates and ask them to refresh the customer records from the ticketing system. This will make contact ownership updates according to the latest ticketing system user ID values. This will capture the updates made in both the ticketing system and CRM.