Enabling Monitor Ownership Changes for Records

Overview

You may want to configure Playbooks to remove records (accounts, leads, etc.) from agents when the records are reassigned to another owner in Salesforce or MS Dynamics.

Solution

A trigger to remove a record from your agent’s instance of Playbooks (if they are no longer the owner of that record) can be based on any look up ID Field on the standard Playbooks Objects. You can monitor ownership of one or multiple Playbooks Objects.

For example, if you want a representative to only have access to a Contact when they own the record, you can enable Monitor Ownership Changes for Object: Contact and CRM Ownership: Owner ID.

Please note that records will not be moved to the new owner in Playbooks.

1. Open the Playbooks Manager Application.
2. Click on the Teams tab, click on the vertical ellipsis button (three dots) next to the required team and select Edit.
3. Mark the Monitor Ownership Changes at the bottom of the page.
   
4. Configure the Object and CRM Ownership user lookup fields. 
5. Optionally, click ADD OBJECT to add more ownership fields.
   Note: You can add as many ownership fields as you have Playbooks objects.
6. Click Save.
   
   
   

Please note that after the Monitor Ownership Change is set and records start changing owners in CRM, it will not be immediately reflected in Playbooks and can take up to 12 hours, since the syncing of records from CRM to Playbooks happens once every 12 hours.