Sales Accelerator - work items can't be completed 90 days after start date

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Posted on by KMZ_ESS

Dear all,

we are using accounts for Inside Sales campaigns and connected ~4800 accounts to a sequence in July. What we didn't know and is not mentioned in the documentation we received from MS is that work items with a start date older than 90 days can't be completed. Also, work items can't be snoozed past 90 days after start date. We did a mass change of the start dates but it didn't have any effect. We still get the same error messages. The due dates are not that old and can be ruled out as a cause. At the moment we have to update the due dates monthly because we also didn't know that work items with a due date a) older than 30 days and b) more than 30 days in the future disappear from the worklist. For the next campaigns we will probably connect the accounts monthly instead of all at once, which hopefully solves both the 30 days and 90 days limit issues. But we still have to find a solution for the ongoing campaign.

If we don't find any other solution we are considering disconnecting and reconnecting the accounts that are in the first step of the sequence. This would have reporting implications, though. And we are not sure what to do with the accounts that are past the first step of the sequence.

Has anybody experienced these issues? What was your solution?

Let me know in case of any questions. Many thanks for your help! :-)

Best regards

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Yogesh Mulay 54 on at

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Sales Accelerator - work items can't be completed 90 days after start date

Disconnect and Reconnect (First Step Accounts):

Pros: This might resolve the 90-day issue for accounts still in the first step of the sequence.

Cons:

Reporting implications due to the disconnect/reconnect action.

Uncertainty about how to handle accounts that have progressed beyond the first step.

Microsoft Support:

Pros: Directly engaging Microsoft Support might provide insights into workarounds or potential fixes specific to your situation. They may have encountered similar scenarios and can offer tailored guidance.

Cons:

It might take time to get a resolution through official support channels.

There's no guarantee they'll have an immediate solution that avoids reporting impacts.

Custom Development (If Feasible):

Pros: If you have access to development resources, a custom solution could be created to address the 90-day limitation or automate work item management.

Cons:

This requires technical expertise and may incur additional costs.

Custom solutions need thorough testing to avoid unintended consequences.

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KMZ_ESS 9 on at

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Sales Accelerator - work items can't be completed 90 days after start date

Hi Dengliang,
thank you for your response.

Can the 30 day limit be changed too? It's not clear to me whether this can only be done for all customers or if it can be configured on customer basis. Thanks again!

Best regards

Kaveh

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Dengliang Li Microsoft Employee on at

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Sales Accelerator - work items can't be completed 90 days after start date

Hi,

The 90 day/30 day limit mentioned in your statement is due to product settings.
For the campaign you are currently working on, it is recommended that you raise a support ticket to assist with the resolution.

https://admin.powerplatform.microsoft.com/support

Best Regards,
Dengliang Li

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