Holdout Policy Configuration

When accounts change ownership between sales representatives, it is sometimes a common practice to allow the outgoing representative to keep working on opportunities in flight to have the opportunity to close out sales and commissions they have put significant effort into. Typically Holdout (or Holdover) policies allow the outgoing representative to keep working on the opportunity ownership for a determined duration of time (such as the length of an average sales cycle). If the deal is not closed during this time, the open opportunities are then assigned to the incoming sales representative to attempt to close.

The Fullcast Holdout policy is designed to support the automation of this process.

Pre-requisite for Managing holdouts

The creation of the policy happens in Fullcast environment, but the execution of the policy happens in the Salesforce environment. For any policy to be executed, the following three steps are necessary. 

  1. Configuring a Flow in the Salesforce Environment. 
  2. Configuring the Policy in Fullcast Environment.
  3. Creating a Scheduler for Holdout Policy

Configure the Holdout Policy in the Motion Module

Holdout Selection Criteria

The first step is to define the attributes of the open opportunities that qualify for the holdouts. This is done by specifying the conditions which makes the opportunities eligible for holdout treatment.

It's very common to have restrictions on the type of open opportunities that are eligible for holdout treatment. This is done to make sure that opportunities in holdout state are given due attention to ensure the best customer experience. For example - if the outgoing representative has too many open opportunities, they may not be able to deal with all of them while transitioning to a new role and this may result in sub-optimal coverage of that customer opportunity. Or the outgoing sales representative could tie up early stage opportunities where it's reasonable to let the incoming sales representative work the deal. Typically, restrictions are placed on opportunities that can qualify - such as later stage opportunities, higher value opportunities or even a limit of the number of opportunities an outgoing representative can hold onto.

Stage 1: Adding condition to select Open opportunities

Filtering of open opportunity records is necessary for the holdout policy action to be performed. Configure the selection criteria, by specifying the qualifying conditions:
  1.  Add selective condition or group conditions to manage the open opportunities.
  2. Click on + near add tab. Select add condition from the drop-down menu, if there is only one specific condition that needs to be added.
  3. Select add group from the drop-down menu, if there are group of conditions that needs to be met.
  4. Check the box to limit the number of open opportunities given to a particular Sales Representative. Ideal maximum limit is 100. 
  5. Select the sorting pattern and on what criteria/field the opportunities had to be ordered.

Sample conditions **Eg, Amount is greater than 5000, Stage does not equal to Prospecting** where Amount and Stage are fields in the Opportunity records.

Sample of Opportunity team record in Salesforce Environment

The next step in the process is to configure the details of the holdover and the action to be taken. 
The following actions need to be taken,
For Opportunities Matching the Criteria
  1. Select the number of days to stamp the holdout, during an ownership change. 
  2. When the holdout expires and if the opportunity is still open, select to whom the opportunity needs to be assigned to, the Account owner or the person in a specific role. 
For Opportunities Not Matching the Criteria
All the open opportunities that do not match the qualifying criteria defined above they can be immediately transferred to either Account owner or to the person in a specific role.

Stage 3: Exception Handling

  1. A default user can be assigned from the drop-down menu for handling situations where the person to whom the open opportunities are to be assigned is somehow not available or deactivated in the system. In this case, the opportunity is assigned to a default user. 
  2. If the ownership of the account changes hands multiple times when there are active holdouts still in play, you can specify how this situation is to be handled. You can select whether to keep the existing holdout or overwrite it from the drop-down menu available. 

Configure the Salesforce Flow

A Salesforce flow is used to call into the holdout policy at the appropriate time based on the criteria specified in the flow. Below is the basic configuration of the flow.

Entry Criteria

  1. Create a new record-triggered flow
  2. Since we will be triggering off a change in account ownership, the object should be Account
  3. The flow should only run when the account record is updated
  4. For the entry conditions, the starting point is to trigger the flow when the account owner changes. If there are more specific entry criteria, you should add the criteria as entry criteria as to prevent the flow and holdout policy running when it doesn't need to
  5. Optimize the Flow for: Actions and Related Records

  1. Add an action element which calls into the Policy Handle

  2. Policy Type = HoldoutPolicy
    1. This is case sensitive and doesn't contain a space
  3. RecordId is just the reference to the recordId which triggered the flow
  4. InputVal1 = The tag used to match to the corresponding policy in motion
  5. InputVal2 = Reference the territory of the account
    1. This is used to know which holdout policy to apply if there are multiple policies at different territories
  6. InputVal3, InputVal4, and InputVal5 should be left off
  7. After completing this element, save and activate the flow

Configuring the Fullcast Job

The Fullcast Job is also know as the Fullcast Scheduler. This is a feature which can be used to trigger and record triggered automation at a specified interval. This is similar to the Scheduled Flows in Salesforce, but you can choose the option to run these more often than once per day. Click here to learn more about the scheduler.

For the Holdout Policy, a Fullcast Job is used to clean up expired holdouts. 

  1. Navigate to the Fullcast Job Object.
    1. Note: If you select the nine dots in Salesforce and do not see the Fullcast Job object, then you need to create a tab for it.
  2. Create a new Fullcast Job
    1. Job Name: Holdout Policy
    2. Object Name: Account
    3. Spark Field and Spark Field Value are required in the UI, but are not used for the Holdout Policy Job. Therefore, we usually reference the Description field and put whatever value we want in Spark Field Value. The Spark Field has to reference an actual fields api name. 
    4. ExecutePolicy: HoldoutPolicy
    5. Start Time: Whenever you want it to start running
    6. Frequency: 1440
      1. This can be more often if you'd like
    7. Batch: We recommend starting around 20 since this will change the Opportunity Owner.
    8. Enabled: True

  3. Navigate to Setup -> Custom Metadata Types -> Fullcast Policy Setting -> Scheduler Job Frequency. Confirm that this is less than the Frequency used in the Holdout Policy Job.

  4. From the main Fullcast Job Tab, select the Holdout Policy Job and then select "Start Scheduler".

The Holdout Policy is configured and ready for testing.


Considerations

After the holdout policy expires and the Fullcast job updates open opportunities. The Holdout Owner on the Opportunity Team will remain and the expiration date will be removed.

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