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How can I track the assignment path of an opportunity and/or lead through different employees or departments CRM 2011?
Employee 1 takes the lead and assigns it to employee 2 who qualifies it and turns it into an opportunity for example in the call centre. Employee 2 assigns it to employee 3 in the sales department who then assigns it to another employee (4) who then completes the sale before handing it to employee 5 for packing and delivery.
So how can I report or see this flow as the path could have been via other staff in each department?
There are multiple entry points in our company for leads and individual departments and staff have targets to meet.
Thank you in advance.
You should be able to track all lead assignments using the Audit history.
If you need to track more information than the built-in auditing feature of CRM 2011 allows, or if you want to use the audit data in reports, then this old method from CRM 4.0 can still be a valid option. By using workflows to record the changes in ownership and other values you may get better visibility into the assignment path.
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