Published at: 2026-09-17
Claim, return, and retain accounts
Partners can claim accounts from the upstream enterprise’s public account pool and return accounts they can no longer pursue. Upstream retention limits determine how many accounts each partner can hold.
Before you start
[!IMPORTANT] - Confirm that your account can access and claim records from the Partner Public Account Pool. - Confirm that the upstream enterprise has configured the pool and retention limits.
Claim an account
- Open Partner Public Account Pool from the Partner Connect home page.
- Review the available accounts.
- Open an account and confirm its information and status.
- Select Claim.
- Open My Accounts and confirm the account ownership.
Follow up on or return an account
- Open an account you have claimed.
- Record the follow-up outcome according to the business process.
- If you will no longer pursue the account, select the action to return it to the pool.
- Confirm that the account is removed from My Accounts.
Retention limits
The upstream enterprise can set account retention limits based on partner tier or employee capacity. When the limit is reached, the system may prevent the user from claiming more accounts. Contact the upstream channel manager if the limit needs to be adjusted.
Return accounts that are unlikely to convert so another user can follow up. Pool and retention rules reduce idle account inventory and prevent individual partner users from holding too many accounts for too long.
Expected result
A claimed account appears in My Accounts. A returned account becomes available through the public pool again.