Managing Servicing Teams

Learning Team

Overview

Clients in a wealth management firm are rarely served by a single person. From lead advisors to client service representatives and compliance officers, each team member plays a distinct role in maintaining the relationship and ensuring clients receive the right level of attention. Practifi is built to reflect this reality through its Servicing Team feature, which lets you define, organize, and manage the individuals responsible for each client relationship.

By default, Practifi includes three Team Roles: Financial Advisor, Client Service, and Compliance. These roles correspond to specialized apps on the platform and grant team members access to records, alerts, and insights relevant to their functions. Beyond these defaults, Practifi also provides a Business Role field that allows your firm to define a more granular, fully customized set of descriptors, making it easy to distinguish between roles such as Senior Financial Advisor and Secondary Client Service Representative across your team.

This article outlines the various ways to manage team member role assignments and the ability to customize roles in your Practifi organization.

Viewing a Client’s Servicing Team
Creating Default Teams
- Considerations
Modifying a Single Client’s Team Members
Mass Reassigning Servicing Teams
Tracking Relationships via Business Roles
Customizing Business Roles
Custom Servicing Team Considerations
Adding Business Roles
- Enabling the Business Role Field on the Add Team Members Window
- Adding the Business Role Field to the Servicing Team Page
Using Business Roles in Process Tasks
Further Reading

Viewing a Client’s Servicing Team

The Servicing Team section, located in the side pane of the client’s record page, displays the client’s servicing team when expanded:

Names, profile pictures, and roles appear for each team member assigned to the client within this section. The View All button opens a page showing all members of the servicing team.

Creating Default Teams

If the advisors at your firm tend to keep the same team for all clients, you can define a default team to speed up setup for each client. A System Administrator can create these Default Teams within Salesforce Setup.

To create a Default Team:

Click the Setup gear icon located in the upper right-hand corner and select Setup from the drop-down menu.
Use the Quick Find search bar located on the left-hand side to search for "Users."
Select Users under the User section in the search results.
In the list of users, click the user’s name that you would like to add a Default Team.
Scroll down on the user profile and locate the Default Servicing Team section.
Click the Add button located in this section.
Add the related team members by using the User Lookup icon located to the right of the Team Member field.
Specify the record access through the Account Access field.
- Read Only - Team members can only view records owned by the user.
- Read/Write - Team members can view and edit the user's records.
  - Please note: This field defines access to the client (Entity) records within your organization. However, this setting will not work unless your firm strictly controls access to records beyond what Practifi does by default.
In the Team Role column, specify the role the team member has within the Default Team. Options available by default are as follows:
- Financial Advisor
- Client Service
- Compliance
Repeat steps seven through nine to add all team members and the advisor, ensuring team completeness when reporting on team member assignments. Click Save when the team building is completed to finalize this change.

Considerations

The Automatically add my default servicing team to entities that I create or entities that are transferred to me checkbox determines whether the team you define here will be applied to the advisor’s new clients. This setting doesn’t remove any existing team members. It will only add new team members.
The Update servicing teams with these members checkbox determines whether the team you define will be applied to the advisor’s existing clients. This setting doesn’t remove any existing team members. It will only add new team members.
The Opportunity Access and Case Access columns refer to Salesforce functionality that Practifi doesn’t support. The access levels defined in these columns do not affect system functionality within your organization.
In order to add, edit, or delete Servicing Team members in Practifi, a user must meet the following requirements:
- Read access on Users
- Edit access on Accounts
- Account owner or above account owner in the role hierarchy
- Assigned the Practifi - Servicing Team - Delete Members permission set

For more information on role hierarchy, please see Understanding Sharing in Practifi.

Modifying a Single Client’s Team Members

Changing Team Members Only

To change the team members assigned to a Client record, click the caret icon in the Servicing Team section of the side panel.

This button will display the following options to make updates to the Servicing Team:

Add Default Team - Takes the team members defined in the record owner’s Default Servicing Team and adds anyone missing from that list to the client’s servicing team.
Add Team Members - Displays a pop-up window that lets you manually add team members and define their roles.
Team Member Access - Edits the team member’s access to the records.
Remove All Members - Removes all team members assigned to the client’s Servicing Team, leaving a blank slate for adding new team members. If you want to selectively remove team members, see Deleting Team Members below.

To edit a team member's role, click the caret beside the team member’s name and select Edit.

In the Edit Servicing Team Member window, click the Team Role drop-down field and select a role, then click Save.

Deleting Team Members

Users with the Practifi - Servicing Team - Delete Members permission set can remove members from a servicing team. System Administrators have this permission set by default. For instructions on assigning permission sets to users, please see Adding and Removing User Permissions.

To delete one or more team members from a servicing team:

In the record side panel, click the caret to the right of the Change Owner button, then select Delete Team Members.

Please note: This menu option will not appear if you are not assigned the Practifi - Servicing Team - Delete Members permission either as an individual permission set or as part of a permission set group.
In the Delete Team Members window, check the box(es) for the member(s) you want to delete, then click Finish.

Changing Record Owner and Team Members

Click the Change Owner action located in the side panel’s button bar above the Servicing Team section.

When selecting this option, a checkbox labeled “Keep servicing team” is available.

Checking this box will retain the existing team members alongside the new owner and any new team members added via their Default Team. Leaving this checkbox unchecked will remove team members during the owner transition.

Mass Reassigning Servicing Teams

The Mass Reassign Servicing Teams feature, available to System Administrators in Salesforce Setup, allows you to add, remove, or replace team members across many client records at once. This is especially useful during advisor transitions or when reorganizing team structures across your firm.

To mass reassign Servicing Teams:

Click the Setup gear icon located in the upper right-hand corner and select Setup from the drop-down menu.
Use the Quick Find search bar on the left-hand side to search for and select Mass Reassign Servicing Teams.
Select the type of change you would like to make. The options available are the following:
- Add an account team member
- Remove an account team member
- Replace an existing account team member with a new team member, or change the role of an existing team member.
Define a set of filter criteria to determine which Entity records should have this change.
- Please note: Technically, all Households, Organizations, and Individuals in Practifi can have a team assigned, but the Servicing Team section is only made visible to Prospect and Client records. Therefore, we recommend filtering the Client Stage field by Prospect and Client, and applying additional filters as needed.
A list of Entities will display that match the filter criteria. Select the records you would like to apply the change to.
In the fields displayed in the final step of the update wizard, specify the changes you would like made to these records.
Click Add, Remove, or Save to finalize the change.

Tracking Relationships via Business Roles

The Team Role field identifies a team member’s relationship to a client at a functional level, but because its values map directly to the names of Practifi apps (and changing those values could cause records to disappear from the apps that depend on them), it cannot be customized to reflect a firm’s specific terminology.

To address this, Practifi includes a Business Role field that is fully customizable. Business Roles allow your firm to assign its own descriptors to team members, making it easy to distinguish among roles such as Senior Financial Advisor, Associate Advisor, or Secondary Client Service Rep within a single client team. Because Business Role is a multi-select picklist, a single team member can hold multiple roles simultaneously, which is important given that Salesforce’s Account Teams feature does not allow the same team member to be added to a team more than once.

Customizing Business Roles

To make changes to the Business Role values available in your organization:

From Salesforce Setup, go to Object Manager and click the Servicing Team Member object (API name: AccountTeamMember).
Open the Fields & Relationships section and click the Business Role field to edit it. A number of values are included by default, but there is no obligation to keep them.
Add new values and deactivate existing ones as needed to build the right set of descriptors for your firm.

Custom Servicing Team Considerations

If your organization uses custom Team Roles, Business Roles must be related to those Team Roles to display correctly in the interface — regardless of whether the Business Roles are custom or default.

To relate Business Roles to your Team Roles:

Click the gear icon in the upper right-hand corner and select Setup from the drop-down menu.
Click the Object Manager tab on the left-hand side of the page.
In the Object Manager, locate and click the Servicing Team Member object (API name: AccountTeamMember).
Click the Fields & Relationships tab on the left-hand side of the screen.
From the list of fields, click the Team Role field label to open the field’s details page.
Scroll down to the Field Dependencies area on the field’s details page and click Edit beside the Business Role field.
This opens a dependency editor. Double-click a Business Role cell to include that value under the applicable Team Role.
Once all changes have been made, click Save to finalize the changes. The Business Role values you have included will now appear when the corresponding Team Role is selected.

Adding Business Roles

While Business Roles are tied to the Team Role field, the Business Role column must also be added to the relevant interfaces before users can view or populate it. The two configurations below are independent; complete both to ensure Business Roles are visible when adding team members and when reviewing a client’s full servicing team.

Enabling the Business Role Field on the Add Team Members Window

To enable the Business Role field on the Add Team Members window of a client record:

Click the gear icon in the upper right-hand corner of the page and select Setup.
Click the Object Manager tab.
In the Object Manager, click the Servicing Team Member object label.
Click the Page Layouts menu and edit the Account Team Member Layout.
On the edit page, click the Edit Multi-Line Layout hyperlink.
Move the Business Role field from the Available Fields section to Selected Fields.

Once the Business Role field is added to the Add Team Members window, users can assign more specific roles that reflect your firm’s structure.

Please note: The Business Role field is a multi-select picklist, which allows you to assign multiple Business Roles to a single team member. This is particularly important given that Salesforce's Account Teams feature does not allow the same team member to appear on a team more than once. Be aware that multi-select picklists carry certain limitations — notably, in report results and dashboards, multi-select picklist selections are grouped independently. To work around this in reporting, we recommend creating a Lightning dashboard with one Table component per Business Role, each linked to a separate report that uses a contains query to filter by an individual Business Role value and return matching team members grouped by Entity. Dashboard filters can then be applied to refine Table components in real time.

Adding the Business Role Field to the Servicing Team Page

The Business Role field should also be added to the Servicing Team page on an Entity record so that Business Roles are visible when reviewing a client’s full team.

To add the Business Role field to the Servicing Team page:

Click the gear icon in the upper right-hand corner of the page and select Setup.
Click the Object Manager tab.
Use the Quick Find search bar to search for "Entity" and click the Entity object label (API name: Account) from the results.
Click the Page Layouts tab on the left-hand side.
Click the Page Layout Name for the layout you would like to update.
In the palette at the top of the layout, click the Related Lists option to scroll directly to the Related Lists section. You can also scroll manually to that section.
Locate the Account Team related list and click the wrench icon above its name.
Click the Business Role field in the Available Fields list.
Click the Add caret button to move the Business Role field from the Available Fields list to the Selected Fields list.
Scroll down in the properties window to the Apply column information to other page layouts area to apply this change to additional layouts at the same time.

Please note: Household and Organization layouts can be modified simultaneously using this option. Due to a Salesforce limitation, Individual layouts must be updated separately.
Click OK to save the changes to the Account Team Related List.
Click Save at the top of the field palette to finalize the change to the page layout.

Using Business Roles in Process Tasks

Business Roles can also be used to control which servicing team member is assigned a task when a Process runs. To do this, select Specify by Business Role as the Task’s Assignment Type, and enter the Business Role value exactly as it appears in your picklist.

This gives your firm precise control over task routing within automated processes, ensuring that the right team member receives the right action item every time — without requiring manual intervention.