Reassigning records and disabling users

You can disable a user who is out of the office for a prolonged period of time or who has left your organization. Communications cannot be scheduled for the user, and new opportunities or accounts cannot be assigned to the user. A disabled user doesn't appear in your user license count. The disabled user still appears in the My CRM user list so that the user’s history can be reviewed, and the user's name is displayed on customer contact history information such as completed communications and closed opportunities.

You can reassign records from a disabled user to a colleague. You might do this if the user has a large outstanding workload or accounts that need careful management.

  1. Click <My Profile> | Administration | Users | Users.
  2. Enter the user's Last Name and click Find.
  3. Click the user hyperlink.
  4. Click one of the following options:
    • To disable the user without reassigning their records, click Disable. The User Details page is displayed with a blue banner showing that the user has been disabled.
    • To reassign the user's records to a colleague without disabling the user, click Reassign. Follow the steps below to reassign the records.
    • To reassign the user's records to a colleague and disable the user, click Reassign and Disable. Follow the steps below to reassign the records.
  5. Ensure that the user to whom the records are reassigned has appropriate security rights. For example, the user should have access rights to the disabled user’s territory.
  6. Select the user or team to which the records are reassigned.
  7. Select one of the following checkboxes.
    • Companies reassigns the Account Manager of the company to the user or team member.
    • People reassigns the Account Manager of the person to the user or to team member.
    • Always reassign the records within the company/person to a single user reassigns all child records that are related to the reassigned Company or Person records, and owned by the previous user, to the team member. People in the company who were owned by the previous user are reassigned to the team member. People who are owned by a different user are not reassigned to the team member and remain unchanged.
  8. Select records and record status in the Reassign Other Records panel. For example, reassign all pending or in progress communications and all in progress opportunities. When you reassign communications, tasks are always reassigned. Appointments and email outs are reassigned only if they don't already exist for the new user.
  9. Click Go.
  10. Review the reassigned records summary, and click Continue to return to the User Details screen.