Prerequisites
You'll need CRM Admin rights in order to follow the steps in this article
What's covered in this article
Setting CRM Users as Account Managers
Here's how you set a CRM user as an Account Manager.
Step 1: Open the Users page
In the navigation menu, head to 'Settings' and click on 'Users', or follow this link here.
Step 2: Select a User
Select the 'Show Details' button on the User which you'd like to set as an Account Manager.
Step 3: Edit User Settings
Scroll down and navigate to the 'Account Manager and Territory' area. Select the tick box to make them an Account Manager. To learn about Account Manager Restrictions, which are also set on this screen, check out this guide.
If the user does not have a paid license, ensure the 'Unlicensed' checkbox is ticked to make them assignable as an Account Manager despite their licensing status.
Assigning Records to Account Managers
Now we've set a CRM user as an Account Manager, let's look at how to assign this Account Manager to a Company.
Step 1: Locate a Company
Search for the Company you're looking to assign an Account Manager to.
Step 2: Assign Account Manager
In the Details page and the Categorisation tile, simply select an Account Manager from the drop-down list to assign them to this Company.
Please Note: If the Account Manager field is static and not a drop-down, this means you have Account Managers set at Company Group level. Learn more about this here!
By assigning a CRM user as an Account Manager, they'll get access to other insights within the CRM like the Account Manager Dashboard.
If you've got the Unleashed Two Way Sync enabled for Account Managers, then you'll also need to set the User as a Salesperson in Unleashed. If a User isn't showing in the Account Manager drop-down, please check you've completed the required steps in Unleashed. Learn more about Unleashed Sales Persons here!
🤓 Tip: For more details, see Configure Account Manager Restrictions and How to Bulk Update Account Managers.
Troubleshooting Account Manager Issues
Resolving 'No Value' Issues in Reports
To prevent 'No Value' entries in your reports, ensure the following is set up:
Verify whether the contact related to the sales order is classified as B2C in your CRM.
Check your CRM configuration for handling B2C records. If your CRM does not create B2C-related company records, consider reevaluating the necessity of this restriction based on your reporting needs.
Ensure all relevant contacts have an associated company record to complete the Account Manager chain in the sales ledger.
Enabling Users in Account Manager Dropdowns
Follow these steps to make users appear in the Account Manager dropdown:
Navigate to Settings and select Users.
Click on the user whose account details you wish to modify.
In the user’s detail section, under Account Manager and Territory:
Tick the checkbox to mark them as an Account Manager.
If the user does not have a paid license, tick the “Unlicensed” checkbox to make them assignable regardless of license status.
Save your changes.
The user should now appear in the dropdown for unassigned company records.
Understanding How 'No Value' Occurs
Sales orders may appear under the 'No Value' placeholder in the Account Manager Monthly Sales Report because of one of these reasons:
The sales order belongs to a contact classified as B2C, and the CRM is configured not to create B2C records.
The report tries to trace Account Managers via the chain: Sales Order → Sales Ledger → Default Company → Account Manager. If the contact lacks a corresponding company record due to its B2C classification, this chain breaks, leaving the Account Manager field unresolved.