Minimum Version Required: 25.01
Pre-Conditions
Permission - RouteEdit & CustomerEdit
Steps
Scenario 1: Customer Account does not have a Pre-sell Stop assigned
1. Navigate to the Customer Account record.
2. Locate the Sales Rep field.
3. Edit the Sales rep field directly to the desired rep.
4. Save the changes to the Customer Account record.
Scenario 2: Customer Account has a Pre-sell Stop assigned
1. Identify the Pre-sell Stop associated with the Customer Account.
2. Navigate to the Pre-sell Stop record.
3. Click on the Route associated with the Pre-sell stop.
4. Update the User assigned to the Route or reassign the Pre-sell stop to a different Route with the correct sales rep.
5. Important: Allow time for the scheduled task Scheduled Tasks - Rebuild_Assigned_Users to run. The changes in the Sales Representative on the Customer Account will not be reflected until this task has completed.
Scenario 3: Customer Account previously had a Pre-sell Stop assigned, but it was recently removed
1. After removing the Pre-sell Stop, allow time for the scheduled task Scheduled Tasks - Rebuild_Assigned_Users to run.
2. Once the scheduled task has completed, follow the steps outlined in Scenario 1 to directly edit the Sales Representative on the Customer Account.
If the issue persists, contact Support:
If you have followed the steps above and are still unable to change the Sales Representative, please contact EncompassTech Support for further assistance. When contacting support, please provide the following information:
The names and IDs of the affected Customer Accounts (e.g., 467 Smith's Fine Wine & Spirits).
The Sales Representative you are trying to assign (e.g., John Smith).
The specific steps you have already taken to try and resolve the issue.
The exact error message you are receiving (if any).
Confirmation of whether the affected accounts currently have or previously had a Pre-sell Stop assigned.
Fields And Definitions
Sales Rep: The individual assigned to manage the sales activities for a specific Customer Account.
Customer Account: A record in the system that holds information about a specific customer.
Pre-sell Stop: A specific route assignment or scheduled visit associated with a Customer Account.
Scheduled Tasks - Rebuild_Assigned_Users: A Scheduled Task that runs periodically in the system to update user assignments based on changes in related records (such as Pre-sell Stops).
Best Practices
For accounts with Pre-sell Stops, always update the Sales Representative at the Route/Stop level to ensure data consistency.
Be aware that changes made to Pre-sell Stops will not immediately reflect on the Customer Account record due to the scheduled task needing to run first.
If you remove a Pre-sell Stop, allow sufficient time for the scheduled task to run before attempting to directly edit the Sales Representative on the Customer Account.