1. Adding an Account Pool

• Account Pool Name: The name of the Account Pool, e.g., “North China Account Pool”, “Education Industry Account Pool”, “Key Accounts Pool”.

• Administrator: The Account Pool administrator has full control over the Account Pool, including assigning Account Pool Accounts, reclaiming Account Pool Accounts, or transferring Accounts to another Account Pool.

• Account Pool Members: Members can view and claim unassigned Accounts in the Account Pool, or receive Accounts assigned to them by the administrator.

• Account Pool Type: Configures whether members can view and claim Accounts in the Account Pool.
  • Visible to employees; claimable; admin or assignable: Account Pool members see the “My Workspace - Account Pool” menu and can view and claim unclaimed Accounts.
  • Hidden from employees; admin assignable only: Account Pool members cannot view unassigned Accounts and can only receive Accounts assigned by the Account Pool administrator.
• Retention Limit: The maximum number of Accounts each Account Pool member can claim within this Account Pool. You can configure whether closed/won Accounts occupy the claim quota.
  • Note: Whether the per-member claim limit is constrained by the global “Account Retention Limit” can be configured there. For example, if the global retention limit includes Account Pool claims: a member with a global retention limit of 10 and an Account Pool claim limit of 20 can only claim up to 10 Accounts in total.

• Transfer Rule: After a member claims an Account from this Account Pool, you can set whether the member is allowed to transfer the Account to another Account Pool.

• Consecutive Claim Rule: Configure how many days an employee cannot re-claim the same Account. The period counts from when the Account was returned to the Account Pool—either voluntarily by the member, reclaimed by an administrator, or reclaimed automatically via reclaim rules.

• Clear Fields Rule:
  1. When the Account owner changes, you can configure whether to clear Related Teams members.
  2. When an Account is transferred into this Account Pool, you can configure whether to clear the Account owner.
• Reclaim Rule: If a claimed Account receives no follow-up and no closed/won outcome, you can configure filtering conditions to automatically reclaim Accounts based on close or follow-up status to ensure efficient use of Accounts.
  • Account scope: Set filter conditions so only Accounts that meet the criteria are subject to reclaim rules.
  • Reclaim options:
    • No automatic reclaim: do not enable automatic reclaim.
    • Automatic reclaim: configure automatic reclaim based on close or follow-up status. You may reclaim the Account to this Account Pool or to another Account Pool.
  • Reclaim rule notes:
    • Configure an n-day advance reminder to the Account owner.
    • Accounts in an Account Pool without an assigned reclaim rule are not reclaimed automatically by default.
    • Priority: If an Account falls under multiple reclaim rules, the rule with the highest priority applies.
  • Include past days: When you adjust a reclaim rule, choose whether elapsed days prior to the change count. Example: original reclaim was set to 30 days; after 10 days you change it to 25 days. If you include past days, affected Accounts will be reclaimed in (25 - 10) = 15 days; if not, they will be reclaimed 25 days after the last qualifying activity.

• Account Reminder Rule: Configure alert rules to remind the Account owner when a claimed Account receives no follow-up and has no closed/won outcome.

• Account Pool Field Visibility: When an Account is unclaimed, specify which fields Account Pool members can view to better protect sensitive Account information. For example, hide “Phone” and “Email” fields until the Account is claimed.

• View/Access Other CRM Records Before Claim: Configure whether Account Pool members may view or interact with other CRM modules and sales records related to an unclaimed Account. If disabled, members viewing an unclaimed Account only see the Account details and cannot access related business object records or sales records.

• Delete: When deleting an Account Pool, the system checks:
  1. Whether the Account Pool contains Accounts. If it does, you cannot delete the Account Pool. Transfer its Accounts to another Account Pool first.
  2. Whether any reclaim rules under “Rule Settings - Non-Account-Pool Reclaim Rules” reference the Account Pool to be deleted.
• Transfer: Move all Accounts under this Account Pool to another Account Pool.

2. Account Retention Limit

Each salesperson has limited capacity. To help maximize transaction efficiency, set per-user Account retention limits.

• Set retention limits for Departments, Colleagues, or User Groups
  • Example: Select Department “Sales Team A”, Colleague “Alice”, User Group “Sales Group 1”.
  • Account retention limit: e.g., 10 — every employee in “Sales Team A” has a retention limit of 10 Accounts.
• Do Account Pool Accounts count toward retention?
  • Determine whether Accounts held from Account Pools count toward an employee’s retention limit. Example: Department retention = 20. A salesperson holds 3 Account Pool Accounts and 17 owned Accounts. If “Yes”, the salesperson cannot claim any additional Account Pool Accounts or receive assigned owned Accounts (regardless of each Account Pool’s claim limit). If “No”, the salesperson can still have 3 owned Accounts plus additional Account Pool Accounts up to the Account Pool claim limits.
• Do closed/won Accounts count toward retention?
  • Decide whether won or repeatedly won Accounts count against an employee’s retention. Example: retention = 20. A salesperson has 18 open Accounts, 1 won Account, and 1 repeatedly-won Account. If “No”, the salesperson may still hold 2 more Accounts. If “Yes”, the salesperson cannot hold additional Accounts.

Note: 1. Departments or employees not listed in the rule are not subject to retention limits.

3. Non-Account-Pool Account Rules

Non-Account-Pool Accounts are those not assigned to any Account Pool—typically sourced by individual sales reps. To boost sales efficiency and urgency, you may apply reclaim rules to Non-Account-Pool Accounts to reclaim inactive Accounts.

• Reclaim Rule: Configure department-level reclaim rules similar to Account Pool reclaim rules. After Account creation, if there is no follow-up and no closed/won result, set filtering conditions to automatically reclaim qualified Accounts based on close or follow-up status.
  • Department: Select the department the reclaim rule applies to.
  • Account scope: Set filter conditions so only qualifying Accounts are subject to reclaim.
  • Reclaim options:
    • No automatic reclaim.
    • Automatic reclaim: configure by close or follow-up status.
  • Reclaim to Account Pool: Qualified non-Account-Pool Accounts will be reclaimed into the specified Account Pool.
  • Include past days: When adjusting reclaim rules, choose whether prior elapsed days count (same behavior as Account Pool reclaim rules).

You can set reclaim rules per department. If an employee belongs to multiple departments and multiple departments have reclaim rules, assign the employee to follow one specific department rule.

Notes: 1. You can configure reclaim rules per department; if an employee belongs to multiple departments with rules, the employee must be assigned to follow one of them. 2. Creating new sales records, Opportunities, closed/won entries, etc., counts as follow-up. 3. Departments without assigned reclaim rules do not automatically reclaim Accounts by default. 4. Priority: If an Account is subject to multiple reclaim rules, the rule with the highest priority applies.

• Reminder Rule: Configure alert rules to notify the Account owner when a newly assigned Account receives no follow-up and no closed/won outcome.

4. Account Rules Settings

• Configure whether users are allowed to edit Account names.

5. Account Follow-up and Close Rules

5.1 Account Activity Rules

Because follow-up and close activities affect an Account’s automatic reclaim timeline, define which actions count as follow-up and which count as a close/won event based on your organization’s processes.

• Allow definition of which actions (multi-select) are considered follow-up actions (e.g., create sales record, update Account information, create Opportunity, create Sales Order) and which single action is considered a close/won (e.g., Opportunity won, Sales Order confirmed, new Contract). When these actions occur, the system updates fields such as Last Close Date, Last Follow-up Date, Is Closed/Won, and Remaining Retention Time.

5.2 Business Configuration

• Follow-up actions: When any selected follow-up action occurs, update the Account’s Last Follow-up Date.
• Close/Won actions: When a specified close action is performed by a sales team member, the Account status changes to “Closed/Won” or “Repeatedly Closed/Won”, and Last Close Date updates automatically.