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Configure Business Hours, Working Days, and Roles

Learning Objectives

After completing this module, you’ll be able to:

  • Set up working hours and company-wide holidays.
  • Enable action plan task assignment to roles.
  • Create action plan templates and action plans.

Set Working Hours

Ryan’s almost ready to try out action plans. He just needs to set up the business hours and roles first. When you set business hours, you’re telling action plans to avoid nonworking hours, company holidays, and other nonworking days for deadline calculation and task completion. Handy!

Both Ryan and Srilakshmi work out of Cumulus Bank’s headquarters in Pittsburgh, Pennsylvania. Since wealth management works there too, Ryan sets up business hours for that location.

Here’s what Ryan does.

  1. Set up working days.
    1. From Setup, enter Business Hours in the Quick Find box, then select Business Hours.
    2. Next to the default record, click Edit and set your time zone. Ryan selects Central Standard Time.
    3. Wealth management at Cumulus works Monday through Friday, 8:00 AM to 4:00 PM. Ryan makes these changes in the Business Hours section.
      For deadline calculation (where Salesforce skips nonworking days), action plans consider any day with any amount of working time to be one complete working day.
    4. Since Saturday and Sunday are nonworking days, Ryan keeps their start and end times blank.
      Action Plans considers any day with any amount of working time to be one complete work day for the skip nonwork days calculation.
    5. Click Save.
  2. Set up company-wide holidays.
    1. From Setup, enter Holidays in the Quick Find box, then select Holidays.
    2. Click New.
    3. Add the holiday details.
      Do not select Recurring Holiday. Action Plans does not consider recurring holidays when determining the nonwork days to skip when calculating task completion dates.
    4. Click Save.
    5. Repeat for more holidays.

Create Account Teams and Roles

Next Ryan sets up account teams and roles, so he can assign each action plan task to a role. He then assigns the people who play those roles for a client. When a Financial Services Cloud user creates an action plan from a template at run time, Salesforce resolves the role to a user and assigns the task to that user.

Note

Note

When two or more users share a role, Salesforce assigns the task to the creator of the action plan.

An account team is a group of users who work together on a client. Ryan plans to create an action plan template for the periodic financial review meetings. He writes down the following account team and roles. 

Ryan
Wealth Manager
Srilakshmi
Client Associate

Once Ryan enables account teams and adds these roles, he and Srilakshmi will be part of an account team that can seamlessly work together to review progress on financial plans for their key clients.

Ryan starts by enabling account teams. 

  1. From Setup, enter Account Teams in the Quick Find box, then select Account Teams.
  2. Click Enable Account Teams.
  3. Select Account Teams Enabled and then Save.
  4. Select the required page layouts in which to include the account teams list component.
    For Kiara and clients like her, Ryan selects the individual, household, policyholder, and retail account pages.
  5. Click Save.
  6. Click Team Roles.
  7. Update the list of team roles to match business requirements.
    Ryan adds Wealth Manager and Client Associate.
  8. Add account team members in bulk:
    1. From Setup, enter Mass Reassign Account Teams in the Quick Find box, then select Mass Reassign Account Teams.
    2. Select Add an account team member and then click Next.
    3. Search for and select Kiara’s account and then click Next.
    4. Search for Ryan Dobson and add him to the Wealth Manager role.
    5. Leave the other settings as is and click Add.
    6. Repeat the steps to add Srilakshmi as a Client Associate.

Take Action Plans for a Spin

 

Ryan’s super pumped about trying out this new Action Plans feature that he and Matt have worked so hard to set up. 

Let’s follow along as Ryan creates a new action plan template called Quarterly Plan Review to capture the repeatable tasks involved in financial plan review meetings. Once he creates the template he and other wealth managers at the bank can easily automate task sequences in an action plan.

An action plan template containing repeatable tasks.]

This is how Ryan creates the action plan template.

  1. Click the App Launcher icon ( App Launcher icon) and select Wealth Management.
  2. Select the Action Plan Templates tab from the navigation bar.
  3. Click New, and enter a template name. Ryan names his template Quarterly Plan Review.
  4. Click Save.
  5. To add a task to the template, click New Task.
    1. Enter a name for the task in Subject and assign a task priority.
      Ryan names this task Schedule meeting with client and sets its priority as Normal.
    2. Specify the number of days available to complete a task beginning from the start date of an action plan.
    3. Select Required to ensure that the person assigned to this task reports the status of the task.
    4. Assign the task to a specific user or a role, which Salesforce resolves to a user when you create an action plan.
      Ryan assigns the task to the Client Associate role that he just created. Salesforce resolves this role Srilakshmi when one of the wealth managers creates an action plan.
  6. Click Save.
  7. Repeat steps 5 and 6 to add additional tasks.
  8. Click Publish Template, and it’s live!

Ryan now sets the Quarterly Plan Review action plan into motion for his client Kiara. Here’s what he does.

An action plan for a quarterly review of Kiara Shah’s financial plan, created directly from Kiara’s account page.

  1. Click the App Launcher icon ( App Launcher icon) and select Wealth Management.
  2. Click the Accounts tab and select an account. Ryan selects Kiara’s account.
  3. Click New Plan next to Action Plans, and fill out the form.
    1. Enter a name for the action plan and specify a start date.
      Ryan calls this action plan Quarterly review with Kiara.
    2. In Action Plan Template Version, select the required template.
      Ryan selects the Quarterly Plan Review template that he just created.
    3. Set the status of the action plan.
      Ryan selects In Progress.
    4. Select Skip Nonwork Days to tell action plans to avoid nonworking hours, company holidays, and other nonworking days for deadline calculation.
      Ryan thinks this is pretty handy for his action plan, and selects it!
  4. Click Next.
    The preview page shows a summary of the new action plan with details on all the tasks, including deadlines and how different roles are resolved to users.
  5. Click Save.

Salesforce automatically assigns all the tasks in the action plan to their respective owners. These tasks also show up on Kiara’s Activity Timeline. 

Action Plans tab in Kiara Shah’s account page showing a summarized view of the action plans for her. Kiara’s Activity Timeline shows a chronological listing of action plan tasks.

Task owners, like Ryan and Srilakshmi, can view these tasks in their Task cards on their home pages.

Conclusion

With action plans in their org, Ryan’s team is back to running the Wealth Management division like a well-oiled machine. Action plans are keeping them on track from the context of their everyday tasks and the clients they’re servicing. And customers like Kiara have noticed. Lately, she’s been recommending Cumulus Bank to her friends and family. Thanks to action plans, our all-star team is driving more business than ever.

Resources

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