For what feels like the millionth quarter in a row, users within your existing Role Hierarchy have changed roles, moved to new teams, left the company, or been promoted. When this happens within a Role Hierarchy, those users take the deals they owned and closed with them to wherever they land next. This can make historical reporting an exercise in keeping your sanity (sometimes we lose that fight).
This occurs because of the limitations within Salesforce’s Role Hierarchy setup. Each user who closes out a deal will have that deal associated with them unless you move that deal or create a placeholder. We discuss how to do this and what it can look like here.
Yet, each suggested approach Clari recommends is merely a bandaid fix for what is a structural issue when it comes to deal movement from your CRM, which may be fine if your sales team isn’t too big or you don’t experience changes often, but can be painful for growing sales teams.
Enter “Enterprise Territory Management” (a.k.a ETM, or Territories). Where Role Hierarchy has closed deals owned by a user in a role, ETM takes a different approach by associating closed deals with the Territory they were closed in.
Work closely with your CSM to see if it may make sense to evaluate the ETM offering from SFDC. There are a handful of quick notes and nuances when considering moving to ETM:
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Splits are not supported on ETM
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The reason for this is a deal cannot be “split” with a territory
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This is a SFDC limitation
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ETM Projects take a long time to complete
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The fastest Clari has seen an ETM project completed is 6 months
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The average is closer to a year or a year+
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You cannot revert back to Role Hierarchy from ETM
During this process, Regions/Territories are usually restructured. This is a change to your business, not just your CRM or Clari instance. Work with your CRM and use the big config doc linked here to ensure everything is up to date in Clari
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