Topics in this article include:
The Owner of a record should always reflect the current, active Pipeliner user is who most responsible for managing that record and it’s really important to be able to easily keep Owners up-to-date as you realign sales territories, change users’ responsibilities or as colleagues leave your company.
Ownership can be changed on a record-by-record basis if it’s just a case of handing a single record to a new Owner but it’s very common that you want to be able to update a set of records to give them all to a new Owner. This is where you’ll use Pipeliner’s Ownership change feature.
You’ll usually create a filter to select all records owned by one user and then use the Ownership button to change the Owner and Sales Unit on all your selected records to another user.
You can filter a list of Accounts, for example, and, as well as updating the Accounts’ Owner and Sales Unit, you can update all linked Contacts, Open Opportunities; Open Leads, Open Activities, “child” Accounts and Notes — all at the same time!
You can use the Ownership button to change owners for Accounts, Contacts, Lead, Opportunities and Activities.
Who can change ownership of a record?
The Owner of a record can give the record to a colleague by using the Change button within an Open record or using the Ownership button to change a batch of records at the same time ⤵
Standard “Member” level users will not be able to take ownership of any record that does not belong to them. In the screenshot below, you’ll see there is no Change button next to the current Owner’s name
NOTE: This is still the case even if the user’s role gives them “Write Access” rights to update records as well as when they have been added as an Editor ⤵
Manager Level Users
Users must be granted “Manager” rights within one (or more) Sales Units if they need to be able to take or assign ownership of records that they do not currently own. This is in addition to any other “Write Access” that the user might be granted based on their Role. In the screenshot below, you’ll see that the user with Manager rights has the ability to change ownership of this record, even though they are not the Owner ⤵
For more information on setting up User Roles and giving Manager rights to individual users, please read this article.
How to update Ownership
First, filter the records you want to change ownership for. You can select any criteria to build your filter though it’s most common to filter by Owner and by Sales Unit as ownership is most often changed when one user is leaving and you need to replace that user with a new Owner. See this article for full details on Filters.
NOTE: There is no “Undo” option for ownership changes so please be very careful about selecting the right records.
NOTE: The "List View" is always the best one to use for ownership changes.
TOP TIP: If you work on Account records, you can update all records linked to those Accounts in one go! All Contacts linked to the Account, all Open Opportunities that the Account is related to etc ⤵
Once you’re happy with the filter, make a mental note of the number of records included in it. This is to double-check that the filter is correct before you start as there is no Undo option.
Using the "List View", tick the top checkbox in the top left corner to select all your filtered records ⤵
Click on the Ownership button (this button only becomes available once you have selected records). Select your Sales Unit and new Owner and then, if you want to also update related records, tick the “Transfer linked records to the new Owner” box.
NOTE: Make absolutely sure that you want to update the ownership of all the linked records as there is no Undo option so there is no way for you to reverse the changes. You can, of course, choose to just update the Owner and Sales Unit and not the linked records by leaving the checkbox unticked
The "Change Ownership" screen will remind you of the linked records that will also have their ownership updated ⤵
If you update Accounts, you’ll have the most options for linked records whereas if you start from Opportunities you’ll be able to only update linked Open Activities and Notes.
These options allow you to choose exactly what you want to achieve! ⤵
NOTE: If you just want to update Owner without Sales Unit, or Sales Unit without Owner, you can use Bulk Update instead. This will not give you the option to update related linked records, however.
How to manage users who leave your company (Deactivating a user)
When a user leaves, you’ll want to immediately restrict their access to Pipeliner and will also want to make their license available for a new user.
First, make sure you’ve already completed the ownership change for all relevant records within the Pipeliner app.
Enter the Admin Module — from the Pipeliner CRM Application, click on the App Switcher in the top left corner ⤵
NOTE: Only Administrators will see the Administration menu.
From the Units, Users & Roles menu, select the "Users" tab and select the individual who you want to make inactive. Select the "Deactivate" button which appears on the toolbar or from the dropdown arrow on the right ⤵
As soon as a user is deactivated, they can no longer access Pipeliner AND their license is available to be used for a new user.
NOTE: Make sure you’ve changed the ownership of their records before deactivating as you can’t bulk update records that belong to an Inactive user though you can change the Owner manually.
You can easily reactivate a user by clicking on the green tick and then checking the sales units the user is assigned to are correct before clicking "Save" ⤵
Manage User Data (Reports, Profiles, Views and Templates)
Once you’ve deactivated the user, you also have the option to deal with any reports, profiles or templates that they may have created and shared. Click on the “Manage User Data” button ⤵
You can select which records you need to update and then choose whether to:
Set records share mode to Private — this “undoes” any sharing that the user might have chosen but does not delete the reports/profiles/views/templates etc.
Delete records — this will delete all reports/profiles/views/templates owned by the deactivated user.
Change ownership — this option allows you to select a new owner for all reports/profiles/views/templates currently owned by the inactive user.
Once you’ve selected your options, click “Save” to apply them.
Reassigning a user
Sometimes you might add a user with an incorrect email address or maybe you thought they were going to use Pipeliner but they changed job role. In this sort of example, where the user doesn’t own any records in the App (for example, Won and Lost Opportunities or Completed Activities), you can simply choose to reassign their user login to a brand new user. Use the "Reassign" button ⤵
The New User will receive an email similar to this with a link for the new user to access Pipeliner ⤵
NOTE: If there is data in Pipeliner belonging to the old user, it will now ALL belong to the brand new user — this will include completed activities as well as Won and Lost Opportunities from the past. It will be as though the old user never existed as a user! It’s for this reason that you’ll normally choose to change ownership of records and then deactivate users who have been actively using Pipeliner for some time.
NOTE: Admin module is available in all tiers of Pipeliner CRM. Bulk update/Ownership is not available in Starter Tier.