Managing Holdouts

Stay in your lane Policy

When accounts changes ownership between sales representatives, it is sometime 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 in significant effort into. Typically Holdout (or Holdover) policies allows 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.

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Holdout Policy Actions

Holdout Policy performs any of the following actions on the opportunity records

  1. Stamping a holdout
  2. Transfer of ownership.

Policy Set-up Guidelines

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 two steps are necessary.

  1. Setting up Process Builder in Salesforce Environment.
  2. Configuring the policy in Fullcast Environment.

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Pre-requisite for Holdout policy

To complete the action of Stamping a holdout, a scheduler object should be created. Scheduler is used to pick the Holdout Expired Records and then Transfer the Ownership based details which are used when Stamping the Holdout.

Step 1: Create policy in Motion App

  1. Click on the Motion tab in Fullcast.io.
  2. Select Policies by territory and click on Review policies.
  3. Click “Add New Policy”.
  4. From the Policy Catalog, select Holdouts.

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Policy availability

Holdout policy, currently, available for open opportunities only
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Tag selection

  1. Enter a specific tag of the account which needs to be matched with the field on account (inputVal1) mentioned in Process Builder.

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 is 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:

  • Add selective condition or group conditions to manage the open opportunities.
  • 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.
  • Select add group from the drop-down menu, if there are group of conditions that needs to be met.
  • Check the box to limit the number of open opportunities given to a particular Sales Representative. Ideal maximum limit is 100.
  • Select the sorting pattern and on what criteria/field the opportunities had to be ordered.

Sample conditions Eg, Amount is greater than or equal to 10000, Stage equals to Prospecting where Amount and Stage are fields in the Opportunity records.

Sample of Opportunity team record in Salesforce Environment

Stage 2: Actions to be taken

The next step in the process is to configure the details of the holdover and the action to be taken.

Following actions need to be taken,

For Opportunities Matching the Criteria

  • Select the number of days to stamp the holdout, during an ownership change.
  • 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

  • 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.
  • 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.

Step 2: Setup Process Builder in Salesforce environment for policy execution

Log into the Salesforce environment and click Setup -->Process Builder.

  • Start creating the process builder for the policy by clicking the New button.
  • Give a process name in the window that pops-up. An API name that is unique for each policy is generated automatically after the process name is entered.
  • Add a description message, if needed.
  • Select an action from the drop-down menu. This will decide when to run the process.
  • Now in the UI that appears select the object for which the policy was created in Motion App. Also specify when to start the process and Save.
  • Now click the add criteria option in the decision box of the process builder.
  • Give a criteria name and select a criteria to execute the action.
  • Set conditions, when to take immediate actions. These conditions depends on Holdout Selection criteria that have been configured in the new policy that was created in Motion App.
  • For example, for the Holdout policy, the condition field that were set to pick the open opportunities was Amount is greater than 50K . Set the condition to take an action when the condition is met and an action when the condition is not met.
  • Add an action to be executed. The Action type field should be selected as “Apex”. Enter an Action Name . Select “Policy Handler” for Apex Class .
  • Set Apex Variables as following
  • Required:
    RecordID : Use field reference in the type to select AccountID
    PolicyType: Set the Type of string with value "HoldoutPolicy" (case sensitive)
    InputVar1 : It refers to the Tag Value on the Holdout Policy. We can get the value from the field on Account/Constant value.
    InputVar2 : It refers to the territory field on Account Object.
  • The final Action setup should look like the following image. Now save and click activate to enable the policy.

Step 3: Creating a scheduler

Scheduler is used to pick the Holdout Expired Records and then Transfer the Ownership based details which are used when Stamping the Holdout. Click link to know more in detail about creating a record in Scheduler