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Creating a Team

Overview

Playbooks allows you to create specific teams that unify agents with a distinct initiative. You can add as many teams as your structure requires. In this guide, you will learn how to create a team.

If your teams are configured to map to CRM Teams, your Playbooks team structure must match the organization hierarchy implemented in your CRM.

Solution

To create a team, complete the following steps:

  1. Open the Playbooks Manager Application.
  2. Click the Teams tab and click the yellow plus or Create a Team button. 

    mceclip0.png

  3. Name your team.
    • Optionally, map your team to an existing CRM team.
  4. Select Lead or Contact for the Create Record As dropdown.

    mceclip1.png

  5. Select the Disposition Set.
  6. Select Caller Id Default.
    • Optionally, enable Playbooks Priority Mode.
    • Optionally, select the sorting method for Shared Records.
  7. Check or uncheck the Honor records marked Do Not Call box.
  8. Check or uncheck the Honor records marked Do Not Email box.
  9. Check or uncheck the Monitor Ownership Changes box.
  10. Click SAVE.
When creating a new Playbooks team, the search for a Manager/Role is case-sensitive.

 

Testing

Once you click on the SAVE button, you will be redirected to a screen where you can observe the team's name (In this case, it is DEMO) and a link to add users to the team.

mceclip3.png

 

A review of the full process can be seen in the following video:

Creating_a_Team_Plus.gif

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  1. Priyanka Bhotika

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