Overview

As a Manager, you might need to reassign records and change owner based on a particular criteria, e.g. Salesforce Program (which mapped to a Play in Playbooks) to a new Agent, if you are currently assigning records using robots and don't have Monitor Ownership Changes enabled.

Solution

You will first need to update ownership in Salesforce CRM. After that, you can ask Agents to release Playbooks records ownership following the steps below to make them available for assignment to another Agent.

1. Open Playbooks.
2. Click the menu button (XANT logo).
3. Select People.
4. Search for the desired person(s).
5. Click the checkbox next to that person(s).
6. Click the ACTIONS drop-down menu.
7. Select Delete People.
8. Click CONFIRM.

Now Records are released and the new Agent will be able to pick them up from the corresponding Plays which are mapped to your Salesforce criteria. You can further assign Plays if you haven't enrolled a new user to a team with access to required Plays by Creating a Team and Enrolling Users to a Team.